LOG 342 | Course Introduction and Application Information - Department of Logistics Management

Course Name

Service Supply Chain

Code	Semester	Theory (hour/week)	Application/Lab (hour/week)	Local Credits	ECTS
LOG 342	Spring	3	0	3	6

Prerequisites	None
Course Language	English
Course Type	Required
Course Level	First Cycle
Mode of Delivery	face to face
Teaching Methods and Techniques of the Course	Group Work Lecture / Presentation
National Occupation Classification	-
Course Coordinator	Prof. Dr. Bengü OFLAÇ
Course Lecturer(s)	Prof. Dr. Bengü OFLAÇ
Assistant(s)	Araş. Gör. Yiğitcan Akgün

Course Objectives	This course aims to teach the fundamentals of service concept, services supply chains and their components. In addition to basic concepts, this course aims to provide insight on service quality, service design/innovation and failures
Learning Outcomes	The students who succeeded in this course; To define about the service concepts, models and theories To compare the functional differences between services and goods in planning, implementation, and evaluation stages. To define the concepts of new service design and service innovation To explain the most recent trends in service supply chains To evaluate service failures and recovery stages in supply chains To apply service quality measurement tools for supporting decision making in service supply chains
Course Description	This course involves the issues that are critical for managing service supply chains efficiently. This course embraces the concepts of service components and delivery, customer journey mapping, service design and innovation, service failures and recovery, transformative services and quality. Real life cases are being used.
Related Sustainable Development Goals

Course Category	Core Courses
	Major Area Courses	X
	Supportive Courses
	Media and Management Skills Courses
	Transferable Skill Courses

Week	Subjects	Related Preparation
1	Introduction
2	Services- Importance, Attributes and Servicescape Concept	Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3)
3	Service Supply Chains, Servitization and S-D Logic	Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3)
4	Service Supply Chains, Servitization and S-D Logic (Con’t)	Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1-1 and Part 1(3)
5	Consumer Behavior in Service Setting Service Encounters	Service Management: An Integrated Approach, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 3 (12)
6	In-class Case	Case Material
7	Service Failures and Multi-Agent Failures in Service Supply Chains, Complaint and Service Recovery Management	Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 6 Oflaç, B. S., Sullivan, U. Y., & Baltacioğlu, T. (2012). An attribution approach to consumer evaluations in logistics customer service failure situations. Journal of Supply Chain Management, 48(4), 51-71. Yildirim, C., Sevil Oflaç, B., & Yurt, O. (2018). The doer effect of failure and recovery in multi-agent cases: service supply chain perspective. Journal of Service Theory and Practice, 28(3), 274-297. Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 6
8	Defining and Measuring Service Quality	Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 12 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions. Retailing Journal, 64(1), p. 12.
9	Midterm
10	Service Environment:The Service Delivery Process- Service Encounters Customer Journey Mapping	Service Management: An Integrated Approach, 3. basım Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 1 (2) Principles of Service Marketing and Management, Christopher Lovelock, Lauren Wrigh, Prentice Hall, Part 4 Rosenbaum, M. S., Otalora, M. L., & Ramírez, G. C. (2017). How to create a realistic customer journey map? Business Horizons, 60(1), 143-150.
11	In-class Case	Case Material
12	Designing Services, Service Co-Creation, and Innovation, Service Blueprinting	Service Management: An Integrated Approach eBook, 3rd Edition Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson Part 4 (15), Part 2 (4) Fließ, S., & Kleinaltenkamp, M. (2004). Blueprinting the service company: Managing service processes efficiently. Journal of Business Research, 57(4), 392-404. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California management review, 50(3), 66-94.
13	In-class Case	Case Material
14	Review of the semester
15	Project presentations
16	Review of the semester

Course Notes/Textbooks

Service Management: An Integrated Approach eBook, 3rd Edition

Bart Van Looy, Paul Gemmel, Roland Van Dierdonck, Pearson, ISBN 9780273732181

Principles of Service Marketing and Management , Christopher Lovelock, Lauren Wrigh, Prentice Hall; 2 edition, ISBN-13: 978-0130404671, ISBN-10: 0130404675

Service Management: An Integrated Approach to Supply Chain Management and Operations (FT Press Operations Management)

Cengiz Haksever, Barry Rend

Suggested Readings/Materials

Various academic papers and cases.

Semester Activities	Number	Weigthing
Participation
Laboratory / Application
Field Work
Quizzes / Studio Critiques
Portfolio
Homework / Assignments	1	30
Presentation / Jury	1	40
Project
Seminar / Workshop
Oral Exams
Midterm	1	30
Final Exam
Total

Weighting of Semester Activities on the Final Grade	2	60
Weighting of End-of-Semester Activities on the Final Grade	1	40
Total

Semester Activities	Number	Duration (Hours)	Workload
Theoretical Course Hours (Including exam week: 16 x total hours)	16	3	48
Laboratory / Application Hours (Including exam week: '.16.' x total hours)	16		0
Study Hours Out of Class	15	1	15
Field Work			0
Quizzes / Studio Critiques			0
Portfolio			0
Homework / Assignments	3	6	18
Presentation / Jury	1	50	50
Project			0
Seminar / Workshop			0
Oral Exam			0
Midterms	1	37	37
Final Exam			0
		Total	168

#	Program Competencies/Outcomes	* Contribution Level
#	Program Competencies/Outcomes	1	2	3	4	5
1	To be able to analyze complex problems in the field of logistics and supply chains	-	-	-	X	-
2	To be able to have good knowledge of sector related market leaders, professional organizations, and contemporary developments in the logistics sector and supply chains	-	-	-	X	-
3	To be able to participate in the sector-related communication networks and improve professional competencies within the business sector	-	-	-	-	X
4	To be able to use necessary software, information and communication technologies in the fields of logistics management and supply chain	-	-	-	-	-
5	To be able to understand and utilize the coordination mechanisms and supply chain integration	-	-	-	-	X
6	To be able to analyze the logistics and supply chain processes using the management science perspective and analytical approaches	-	-	-	X	-
7	To be able to design, plan and model in order to contribute to decision making within the scope of logistics and supply chains	-	-	-	X	-
8	To be able to interpret and evaluate the classical and contemporary theories in the field of logistics and supply chains	-	-	-	X	-
9	To be able to conduct projects and participate in teamwork in the field of logistics and supply chains	-	-	-	X	-
10	To be able to have an ethical perspective and social responsiveness when making and evaluating decisions.	-	-	X	-	-
11	To be able to collect data in the area of logistics and communicate with colleagues in a foreign language ("European Language Portfolio Global Scale", Level B1).	-	-	-	-	-
12	To be able to speak a second foreign at a medium level of fluency efficiently.	-	-	-	-	-
13	To be able to relate the knowledge accumulated throughout human history to their field of expertise.	-	-	-	-	-