Course Code	Semester	Course Name	LE/RC/LA	Course Type	Language of Instruction	ECTS
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Course Goals	Understanding the concepts and approaches of providing a quality service as a strategy to increase competitiveness; to adopt those in order to internalize a culture that will ensure continuous improvement by managing their marketing activities correctly.
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Schedule
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Teaching Methods and Techniques
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Course Schedules
Week	Contents	Learning Methods
1. Week	Introduction of the course, service concept and fundamental features of services	Presentation, discussion and case studies
2. Week	The concept of service quality and its components	Presentation, discussion and case studies
3. Week	Service quality models, the service quality gap model	Presentation, discussion and case studies
4. Week	Service quality criteria and dimensions of service quality	Presentation, discussion and case studies
5. Week	Measuring service quality	Presentation, discussion and case studies
6. Week	Design for quality of a service	Presentation, discussion and case studies
7. Week	Improving service quality	Presentation, discussion and case studies
8. Week	Mid-Term Exam	Mid-Term Exam
9. Week	Mid-Term Exam	Mid-Term Exam
10. Week	Understanding customer needs and providing service quality through people	Presentation, discussion and case studies
11. Week	Correction of service errors, crisis management and reasons of service attrition	Presentation, discussion and case studies
12. Week	Student presentations	Student presentations and discussion
13. Week	Student presentations	Student presentations and discussion
14. Week	Student presentations	Student presentations and discussion
15. Week	Final Exam	Final Exam
16. Week	Final Exam	Final Exam
17. Week

Assessments
Evaluation tools	Quantity	Weight(%)
Midterm(s)	1	20
Quizzes	2	10
Homework / Term Projects / Presentations	1	20
Attendance	12	0
Final Exam	1	50

Program Outcomes PO-1 To identify and use theoretical and practical knowledge in International Relations. PO-2 To express ideas and assessments about contemporary debates in International Relations. PO-3 To acknowledge ethical and scientific responsibilities of data collection, evaluation and publication. PO-4 To monitor and interpret published studies in International Relations. PO-5 To use a second language at an intermediate level. PO-6 To analyze, compare and relate different local, regional and global developments in International Relations. PO-7 To analyze, compare and relate International Relations with theories and practices of different associate departments and their sub-fields and to offer suggestions by combining these fields. PO-8 To present substantial knowledge for various public, private and academic career positions. PO-9 To analyze the emergence and functions of prominent regional and local actors and to make future projections about their actions. PO-10 To theoretically and practically examine different events and facts in International Relations and Foreign Policy and to interpret their past, present, and future through a scientific perspective.

Learning Outcomes LO-1 Students critically discuss the unique nature and characteristics of services and the active role of the customer within the service system and value creation processes. LO-2 Students apply an understanding of the key issues and elements that play into the measurement and management of service quality and customer satisfaction. LO-3 Students critically discuss what it takes to build a customer-focused organization and to successfully manage customer relationships. LO-4 Students discuss the influences of the multicultural marketplace, business ethics, and socially responsible marketing on services marketing. LO-5 Students learn key linkages between marketing and other business functions in the context of designing and operating an effective service system.

Course Assessment Matrix:

LO 1
LO 2
LO 3
LO 4
LO 5
LO 6
LO 7
LO 8
LO 9
LO 10
LO 11
LO 12
LO 13
LO 14
LO 15
LO 16
LO 17
LO 18
LO 19
LO 20
LO 21
LO 22
LO 23
LO 24
LO 25
LO 26
LO 27
LO 28
LO 29
LO 30
LO 31
LO 32
LO 33
LO 34
LO 35
LO 36
LO 37
LO 38
LO 39
LO 40
LO 41
LO 42
LO 43
LO 44
LO 45
LO 46
LO 47
LO 48
LO 49
LO 50