Texas A&M University-Texarkana MKT 505
Services Marketing

http://www.tamut.edu/~bowen/

Spring 2010

CONTACT INFO MEETING TIME & PLACE TEXTBOOK COURSE INFO COURSE OBJECTIVES SCHEDULE TERM PROJECTS ATTENDANCE EVALUATION METHODS GRADING SYSTEM ACADEMIC HONESTY ACCOMMODATIONS  
ANNOUNCEMENTS: Don't worry about having the book for the first class.  The bookstore won't stock it because it's out of print while Atomic Dog is still selling it in paper and PDF.  Plenty of used copies are listed online and Atomic Dog has an unlimited supply of PDF copies should the paper version run out.
  1. FACULTY :

    Instructor : Dr. Robert S. Owen
    Office : 215 Academic Building
    Office phone : (903) 223-3010
    Department phone : (903) 223-3020 (Sue Hughes)
    Fax : (903) 223-3121
    Email : robert(dot)owen(at)tamut(dot)edu
    Web site : www.tamut.edu/~bowen/
    Office Hours : TW 3:00 - 6:00, R 8:00-12:00
    check twitter.com/robertowenphd for more

  2. COURSE :

    1. Meeting Time and Place :
      Monday, 7:00-9:45 PM, Akin 137


    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

      Learning Goals for your graduate program can be found at www.tamut.edu/cob

    4. Major Topics :
      These are approximate dates. 

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

       

      Week 2 :
      26 JAN  

       

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

       

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

       

      Week 5 :
      16 FEB  

       

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

       

      Week 7 :
      2 MAR  

       

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

       

      15-19 MAR
      • SPRING BREAK - no class

       


      Week 9 :
      23 MAR  
      • Distribution - Ch. 9
      • submit article summary
      • submit service encounter diary #7

       

      Week 10 :
      30 MAR  

       

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

       

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

       

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

       

      Week 14 :
      27 APR  

       

      Week 15 :
      4 MAY  

       




    5. Term Project :

      We will be doing a live consulting project for a class client.  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 later in the course.  One of our class periods might be replaced with a field trip tour client facilities.

    6. Attendance :

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

    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


    9. University Academic Honesty Statement:
      "Academic honesty is expected of students enrolled in this course.  Cheating on examinations, unauthorized collaboration, falsification of research data, plagiarism, and copying or undocumented use of materials from any source constitute academic dishonesty and may be grounds for a grade of 'F' in the course and/or disciplinary action.  For additional information see the university rules."

    10. University Accommodations Statement:
      "Students with disabilities may request reasonable accommodations through the A&M-Texarkana Disability Services Office by calling 903-223-3062."