Texas A&M University-Texarkana MKT 505
Services Marketing
http://www.tamut.edu/~bowen/

Spring 2004

• FACULTY CONTACT INFO • MEETING TIME & PLACE • TEXTBOOK • COURSE INFO • COURSE OBJECTIVES • SCHEDULE • TERM PROJECT • ATTENDANCE • EVALUATION METHODS • GRADING SYSTEM •  
ANNOUNCEMENTS: | preliminary project | exam 1 | EXAM 2 |
  1. FACULTY :

    Instructor : Dr. Robert S. Owen
    Office : 215 Academic Building
    Office phone : (903) 223-3010
    Department phone : (903) 223-3021 (Loretta Williams)
    Fax : (903) 223-3121
    Email : robert(dot)owen(at)tamut(dot)edu
    Web site : www.tamut.edu/~bowen/
    Office Hours : MW 4:30-5:50, TR 2:00-3:30

  2. COURSE :

    1. Meeting Time and Place :
      Monday, 6:00-9:00 PM, Akin 132


    2. Course Material :
      Required  
      Textbook :       		Clow & Kurtz (2004), Services Marketing: Operation, Management, and Strategy (Second Edition).  Atomic Dog Publishing.  Available from the publisher in paperback and paperless (online) media.
      Other   
      Materials :       		Access to the World Wide Web is required.

    3. Course Objectives :
      Throughout this course, students should be able to demonstrate:
      • knowledge and understanding of services marketing concepts and terminology
      • the ability to analyze service marketing problems and situations
      • the ability to present analyses in written and oral form

    4. Major Topics :
      These are approximate dates. 

      Week 1 :
      26 JAN  
      • Introduction to Services Marketing - Ch. 1

       
      Week 2 :
      2 FEB  

       
      Week 3 :
      9 FEB  
      • Consumer Expectations of Services - Ch. 3
      • submit article summary
      • submit service encounter diary #2

       
      Week 4 :
      16 FEB  
      • Service Quality - Ch. 4
      • submit article summary
      • submit service encounter diary #3

       
      Week 5 :
      23 FEB  

       
      Week 6 :
      1 MAR  
      • People - Ch. 6
      • submit article summary
      • submit service encounter diary #5

       
      8-12 MAR
      • SPRING BREAK - no class

       
      Week 7 :
      15 MAR  
      • Service Environment - Ch. 7
      • submit MIDTERM EXAM (take home)

       
      Week 8 :
      22 MAR  
      • Pricing - Ch. 8
      • submit article summary
      • submit service encounter diary #6

       
      Week 9 :
      29 MAR  

       
      Week 10 :
      5 APR  
      • Competitive Marketing Strategies - Ch. 10
      • submit Web Usability Study
      • submit service encounter diary #7

       
      Week 11 :
      12 APR  
      • Managing Supply, Demand, and Productivity - Ch. 11
      • submit article summary
      • submit service encounter diary #8

       
      Week 12 :
      19 APR  
      • Customer Retention - Ch. 12
      • submit article summary
      • submit service encounter diary #9

       
      Week 13 :
      26 APR  
      • Developing an Integrated Communications Program - Ch. 13
      • submit article summary
      • submit service encounter diary #10

       
      Week 14 :
      3 MAY  

       
      Week 15 :
      10 MAY  

       



    5. Term Project :

      We will be doing a consulting project for a class client that provides services to several local social service agencies.  We will break into teams of three or four people each, with client deliverables to include at least an oral presentation and a written report.  More details will be distributed after we meet with our class client.  One of our class periods might be replaced with a field trip to tour several of the agencies which are coordinated through our client.

    6. Attendance :

      Students are expected to attend and participate in all class sessions.  Assignments are due in class and might not be accepted otherwise.  Exams will be based in large part on issues discussed in class.  Class sessions will be conducted in the style of a seminar.

    7. Evaluation Methods :

      Students will be evaluated on the basis of performance on two tests (33%), weekly submissions of a service encounter diary (10%), weekly written summaries of assigned readings (10%), a content analysis of customer comments (10%), a web usability study (10%), a team written consulting report (17%), and a team consulting presentation (10%). 

    8. Grading System :

      Final grades will be based on the following totals:

       A=540-600 points
       B=480-539
       C=420-479
       D=360-419
       E=000-359
      Where:
        60=Service Encounter Diary
        60=Article Summaries
        60=Customer Comment Content Analysis
        60=Web Usability Study
       100=Midterm Exam
       100=Final Exam
       100=Written Consulting Report
        60=Consulting Presentation
       600 TOTAL POINTS POSSIBLE