Ders Adı Hizmet İşletmeleri Yönetimi
Ders Kodu ISY-3257
Dersin Türü Zorunlu
Ders Biriminin Seviyesi Ön Lisans
Yıl 2
Dönem 3.Yarıyıl
AKTS 3
Dersi Veren(ler) Öğr. Gör. Oğuz Gökhan İnce
Dersin Yardımcıları
Ders İşleme Biçimi Yüz Yüze
Önkoşul Dersleri
Dersin İçeriği Bu dersin içeriğini şu ana konular oluşturur; 1) Hizmetin tanımı, sınıflandırılması, özellikleri, hizmet kalitesi kriterleri, hizmet sektörünün ortaya çıkışı ve gelişimi 2) Hizmet işletmlerinin özellikleri, hizmet sektörünün ekonomilerdeki yeri ve önemi, hizmet yönetimi ve süreci 3) Hizmet yönetimi bileşenleri, hizmet işletmelerinin rekabet stratejileri ve hizmet yönetiminde liderlik konuları 4) Hizmet işletmelerinde iky, yönetim modelleri ve vaka incelemeleri
Dersin Verildiği Diller Türkçe
Dersin Amacı Ülkemizde ve dünya da hizmet sektörü hızla gelişmektedir. Hizmet sektörünün sosyal ve ekonomik statüsü artmış, nitelik gerektiren işlerle çekici bir istihdam seçeneği haline gelmiştir. İmalatla uğraşan işletmelerde de hizmet kavramı yer almaya başlamış, müşteri hizmetleri uygulamaları imalat işletmelerinde farklılaştırıcı bir rekabet unsuru haline gelmiştir. Son dönemde birçok yeni hizmet, hizmet işletmesi ve birçok yeni iş ekonomik yapı içerisinde yerini almıştır. Bankacılık, sigortacılık, turizm, eğitim ve sağlık gibi hizmet işletmelerinin yönetiminin genel ilkeleri, fonksiyonları ve farklı yönlerinin vurgulanması amaçlanmaktadır.
No Dersin Kazanımları  
1 Hizmetin tanımı, hizmetlerin sınıflandırılması, özellikleri, hizmet kalitesi kriterleri, hizmet sektörünün ortaya çıkışı ve gelişimini açıklar, Hizmet İşletmeleri, özellikleri, hizmet sektörünün ekonomilerdeki yeri ve önemi, hizmet yönetimi ve hizmet yön
2 -
3 -
4 -
5 -
DERSİN KAZANIMLARI / PROGRAM YETERLİKLERİ İLİŞKİ MATRİSİ
DKPY1PY2PY3PY4PY5PY6PY7PY8PY9PY10PY11
1
2
3
4
5
5-Çok Yüksek İlişkili 4- Yüksek İlişkili 3-Orta İlişkili 2- Zayıf İlişkili 1-Çok Zayıf İlişkili 0-İlişkisiz
Hafta Konular  
1 Hizmet kavramı ve hizmet sektörünün önemi. Hizmetler ve hizmetlerin sınıflandırılması.
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
2 Hizmet işletmeleri ve geleneksel pazarlama karması elemanları
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
3 Hizmet Sektörünün Ortaya Çıkışı ve Gelişimi, Hizmet işletmelerinin çevresi
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
4 Hizmet İşletmeleri, Hizmet İşletmelerinin Özellikleri, Hizmet Sektörünün Ekonomilerdeki Yeri ve Önemi
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
5 Hizmet Yönetimi ve Hizmet Yönetim Süreci, Hizmet yönetiminin fonksiyonları
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
6 Hizmet pazarlamasında tutundurma Hizmet sektöründe reklam,satış tutundurma, halkla ilişkiler, kişisel satış ve doğrudan pazarlama.
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
7 Yapısal değişim yoluyla hizmet konumlandırma, Müşteri hizmetlerinin Stratejik yönetimi
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
8 Hizmetlerin yaratılması ve sunulması, maliyetleri anlamak ve fiyat stratejileri geliştirmek
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
9 çalışanlarla iletişim kurmak ve teşvik etmek, müşteri hizmetleri işlevinin geliştirilmesi ve yönetilmesi
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
10 Improving Service Quality and productivity Organizing and ımplementing the marketing effort
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
11 Müşteri odaklı bir organizasyon kurmak Hizmet pazarlamacıları yenilikler konusunda geliştirme
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
12 Hizmet şirketleri için yenilikçi pazarlama stratejileri ve organizasyon yapıları
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
13 Hizmet İşletmelerinde Rekabet Stratejileri Örnek hizmet işletmesi analizleri
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
14 Hizmet Yönetiminde Liderlik Hizmet İşletmelerinde İnsan Kaynakları Yönetimi
  Ön Hazırlık: Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
No Bölüm Öğrenme Çıktısı Katkı Düzeyi
1 İşletme yönetimi ile ilgili temel bilgi ve becerileri kavrayabilmek 5
2 İşletme yönetimi ile ilgili temel bilgi teknolojileriyle birlikte gelişmiş paket programları kullanabilmek 5
3 Yönetim fonksiyonlarına teorik açıdan hakim olabilmek ve bu fonksiyonları pratik açıdan uygulayabilmek 5
4 İşletmelerde büro düzenine, çalışma şartlarına ve ekip çalışmasına uyum sağlama yeteneğini kazanabilmek 5
5 İşletmelerin kuruluş ve işleyişi sürecindeki bütün mevzuata hakim olabildiğini göstermek 5
6 İşletme fonksiyonlarına teorik ve pratik açıdan hakim olabildiğini göstermek 5
7 Makro ve mikro boyutta ekonomi bilgisine sahip olabilmek 5
8 Yeterli düzeyde mesleki yabancı dil bilgisine sahip olabilmek 5
9 İş yaşamında ve iş ilişkilerinde meslek etiğine ve sosyal sorumluluk anlayışına sahip olduğunu göstermek 5
10 İşletme içinde doğabilecek durum ve olaylara dair sorunları algılama ve sorunlara yaratıcı çözümler geliştirme yeteneğini kazanabilmek 5
11 Atatürk İlkeleri ve İnkılapları ve Türkçeyi kullanma konusunda yeterli bilgi ve bilinç düzeyine erişebilmek 1
Yarıyıl İçi Çalışmaları Sayısı Katkı Payı
Ara Sınav 1 40
Kısa Sınav 1 40
Ödev 1 20
Devam 0 0
Uygulama 0 0
Labaratuvar 0 0
Proje 0 0
Atölye 0 0
Seminer 0 0
Arazi Çalışması 0 0
Sözlü sınav 0 0
Portfolyo 0 0
Doküman İncelemesi 0 0
Performans değerlendirme 0 0
Sunum 0 0
Alan Çalışması 0 0
Vaka Çalışması 0 0
Video Kaydı 0 0
Öz değerlendirme 0 0
Akran Değerlendirme 0 0
Eşleştirme Testleri 0 0
Çoktan seçmeli test 0 0
Kısa Cevaplı test 0 0
Kontrol listeleri 0 0
Dereceleme Ölçekleri 0 0
Zihin Haritalama 0 0
Araştırma yazısı 0 0
Çevrimiçi anket 0 0
Çevrimiçi Kısa sınav 0 0
TOPLAM 0
Yıliçinin Başarıya Oranı 40
Finalin Başarıya Oranı 60
TOPLAM 100
AKTS kredilerinin belirlenmesinde öğrenci işyükü anketlerinden faydalanılmaktadır.
Etkinlik Sayısı Süresi Toplam
Ders Süresi (Sınav Haftaları Hariç) 14 3 42
Sınıf Dışı Ders Çalışma Süresi 14 3 42
Ödevler 1 10 10
Sunum 0 0 0
Proje 0 0 0
Laboratuar Çalışması 0 0 0
Arazi ya da Alan Çalışması 0 0 0
Ara Sınavlar 1 10 10
Yarıyıl Sonu Sınavı 1 10 10
İşyükü Saati (30) 30
Toplam İşyükü / Saat 114    
Dersin Akts Kredisi 3    
Ders Notu Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
Diğer Kaynaklar Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
Materyal
Dökümanlar Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991. Fitzsimsons, J.A., M.J. Fitzsimsons, Service Management- Operations, Strategyand Informatıon, Technology, Second Edition, Mcgrow Hill Internation.1998. -Fitzsimmons, J.A., R.S. Sullivan, Services Operations Management, Mcgrow Hill Book Company, 1998. -Grönross, C., Service Management and Marketing- Managing The Moments of Truth in Service Competition, Lexinfton Books P C Heath and Company Toronto 1990. -Haksever, C.B. Render, R.S. Russel, R.G. Murdick, Service Managemenntand Operations, Second Edition, Prentice Hall Inc., July 2000. -Normann R., Service Management Srategy and Leadership ın Service Business, Second edition, John Wiley sons 1991.
Ödevler
Sınavlar
Materyal Diğer
Planlanmış Öğrenme Faaliyetleri ve Öğretim Yöntemleri