Course Language:
English
Course Objectives:
| The purpose of the course is to provide an understanding of marketing mechanism in logistics and transport services (L&TS) |
Course Content:
| A holistic approach to L&TS marketing after an analysis of 4P’s (product-price-place-promotion) each |
Teaching Methods:
1: Lecture, 2: Question-Answer, 3: Discussion, 4: Simulation, 5: Case Study
Assessment Methods:
A: Testing, B: Presentation; C: Homework, D: Project, E: Laboratory
Vertical Tabs
Course Learning Outcomes
| Learning Outcomes | Program Learning Outcomes | Teaching Methods | Assessment Methods |
| 1. Ability of understanding and analysing customer behavior in the services economy | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
| 2. Ability of problem solving in issues of 4P’s in services | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
| 3. Ability of decision making on service capacity and environment | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
| 4. Ability of creating service advantage for building customer loyalty | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
| 5.Ability of problem solving in complaint handling | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
| 6.Ability of developing quality&productivity&leadership | 1,2,3,4,5,11 | 1,2,3,5 | A,C |
Course Flow
| COURSE CONTENT | ||
| Topics | Study Materials | |
| New perspectives on marketing in the service economy | ||
| Consumer behavior in a services | ||
| Positioning services in competitive markets | ||
| Developing service products:core and supplementary elements | ||
| Distributing services through physical and electronic channels | ||
| Setting prices and implementing revenue management | ||
| Promoting services and educating | ||
| Designing and Managing Service Process | ||
| Balancing demand and productive capacity | ||
| Crafting the service environment | ||
| Managing people for service advantage | ||
| Managing relationships and building loyalty | ||
| Complaint handling and service recovery | ||
| Improving service quality and productivity; Striving for service leadership | ||
| Final Exam | ||
Recommended Sources
| RECOMMENDED SOURCES | |
| Textbook | Services Marketing, C.Lovelock, J.Wirtz, Pearson, 2011 |
| Additional Resources | - |
Material Sharing
| MATERIAL SHARING | |
| Lecture Notes | |
| Discussions | |
| Mid-term and final exam | |
Assessment
| ASSESSMENT | ||
| IN-TERM STUDIES | NUMBER | PERCENTAGE |
| Mid-terms | 1 | 50 |
| Quizzes/ Assignments | 1 | 40 |
| Attendance | 1 | 10 |
| Total | 100 | |
| CONTRIBUTION OF FINAL EXAMINATION TO OVERALL GRADE | 60 | |
| CONTRIBUTION OF IN-TERM STUDIES TO OVERALL GRADE | 40 | |
| Total | 100 | |
Course’s Contribution to Program
| COURSE’S CONTRIBUTION TO PROGRAM | ||
| Program Learning Outcomes | ||
| Graduates of International Trade and Logistics Management are able to assess business concepts and information on trade and logistics, analyze problems, and provide solutions based on research. | ||
| Graduates of International Trade and Logistics Management are able to manage current and emerging trends of logistics and transport sector with proficiency in English. | ||
| Graduates of International Trade and Logistics Management gain the ability of managing the international business relationships of production and service companies. | ||
| Graduates of International Trade and Logistics Management gain the ability of planning, coordinating and managing the supply chains of production and service companies. | ||
| Graduates of International Trade and Logistics Management have the knowledge for promoting to a top management level position in trade and logistics companies. | ||
| Graduates of International Trade and Logistics Management gain the ability of using information technologies in planning and managing the logistics activities of trade and logistics companies. | ||
| Graduates of International Trade and Logistics Management gain the skill of working compatibly with team members in carrying out a vocational project. | ||
| Graduates of International Trade and Logistics Management gain the ability to understand the social and business relationships in trade and logistics sector, and learn to be innovative and creative in their field. | ||
| Graduates of International Trade and Logistics Management gain the ability to understand the social and business relationships in trade and logistics sector, and learn to be innovative and creative in their field. | ||
| Graduates of International Trade and Logistics Management gain the ability of analytic thinking and learn to apply quantitative analyses in solving problems. | ||
| Graduates of International Trade and Logistics Management are able to develop and manage new projects, and share information with other professionals. | ||
| Graduates of International Trade and Logistics Management gain awareness about the importance of ethical and social responsibility in trade and logistics sector. | ||
ECTS
| ECTS ALLOCATED BASED ON STUDENT WORKLOAD BY THE COURSE DESCRIPTION | |||
| Activities | Quantity |
Duration (Hour) |
Total Workload (Hour) |
| Course Duration (Including the exam week: 15x Total course hours) | 15 | 3 | 45 |
| Hours for off-the-classroom study (Pre-study, practice) | 15 | 10 | 150 |
| Mid-terms | 1 | 1 | 1 |
| Quiz | 1 | 1 | 1 |
| Homework | 3 | 10 | 30 |
| Final examination | 1 | 3 | 3 |
| Total Work Load | 220 | ||
| Total Work Load / 25 (h) | 9,2 | ||
| ECTS Credit of the Course | 20 | ||