Syllabus

Instructor : Dr. Bülent ÖZSAÇMACI
Office :P-107
Web Site :http://academic.cankaya.edu.tr/~bozsacmaci/
Office Hours :Tuesday 11:00 - 13:00
Telephone :2331190

Weekly Course Outline

Week

Topic(s)

1

New Perspectives on Marketing in the Service Economy

2

Developing Service Products: Core and Supplementary Elements

3

Challenges of Marketing Financial Products

4

Consumer Behavior in a Banking and Insurance Context

5

The Consumer Decision Process in Financial Services

6

Promoting Services and Educating Customers

7

Designing and Managing Service Processes

8

Marketing of Banking and Insurance Products

9

Training Marketing Employee

10

Essentials of Bank Marketing

11

Understanding Relationship Marketing

12

Strategic Market Planning in Financial Services

13

Complaint Handling and Service Recovery

14

Improving Service Quality and Productivity