ourse ro Co-production (including In-Class Participation)(the relative weight will be determined by each student) To assist in understanding of services marketing issues, students are encouraged to contribute to in- class discussions. A students participation and interaction with other students, as well as the professionalism displayed in all aspects of this class, will be a major component of the class instruction. Student co-production may also be based upon an ability to recognize contemporary services marketing issues. Students are encouraged to examine current issues and to bring in articles at make a salient contribution to class discussion. In so doing, students should be prepared to describe the relevance of the article to services marketing This educational"service"(MKT 405)requires active co-production and participation in the classroom for it to be a success. Attendance in class is a necessary, but not sufficient, condition for good participation.(Merely showing up for work, but not contributing anything to the organization would not generally be considered acceptable behavior in the workplace. In a departure from usual practice, at the end of the semester each student will evaluate his/her own co-production(participation) and assign himmherself a score. As part of this process students will be required to submit a 1-2 page justification of the grade they would recommend they should receive So, I would advise students to keep track of days/topics when they have taken an especially active leadership role in class discussion. Guidelines will be provided as to how students might evaluate their own co-production(participation) in the course assignments document. (The instructorreserves the right to adjust the final co-production grade if deemed necessary Team Assignment(the relative weight for this assignment will be determined by each team of students) During the semester each student will be assigned to a team of four or five students. Each team will be responsible for completing the assignment listed below. ervice Blueprint. This assignment requires students to construct a detailed service blueprint, accompanied by relevant photos/images, for a particular service provider and, perhaps, present it to the class. The assignment will also involve writing a short paper discussing how the blueprint might be used to improve marketing and operations in the organization. Details are provided in a separate han Individual Assignments(the relative weights for each assignment will be determined by each student) Company Complaint Letter Response Analysis. Each student who completes this assignment will be required to write a letter of complaint to an organization from which the student has had a less-than satisfactory experience with the companys service offering. Students choosing this assignment will, near the end of the semester, analyze the response they received from their complaint- or the lack thereof. Details are provided in a separate handout Service encounter Journal paper. Each student who completes this assignment will be required to ecord"journal " entries concerning service encounters that he/she experiences during the first few weeks of the semester.(A form will be provided for the journal entries. To complete this assignment students will, near the end of the semester, write a paper analyzing their best and worst service encounter experiences. Details are provided in a separate handout 6
6 Course Requirements (continued) Co-production (including In-Class Participation) (the relative weight will be determined by each student) To assist in understanding of services marketing issues, students are encouraged to contribute to inclass discussions. A student’s participation and interaction with other students, as well as the professionalism displayed in all aspects of this class, will be a major component of the class instruction. Student co-production may also be based upon an ability to recognize contemporary services marketing issues. Students are encouraged to examine current issues and to bring in articles that make a salient contribution to class discussion. In so doing, students should be prepared to describe the relevance of the article to services marketing. This educational “service” (MKT 405) requires active co-production and participation in the classroom for it to be a success. Attendance in class is a necessary, but not sufficient, condition for good participation. (Merely showing up for work, but not contributing anything to the organization, would not generally be considered acceptable behavior in the workplace.) In a departure from usual practice, at the end of the semester each student will evaluate his/her own co-production (participation) and assign him/herself a score. As part of this process students will be required to submit a 1-2 page justification of the grade they would recommend they should receive. So, I would advise students to keep track of days/topics when they have taken an especially active, leadership role in class discussion. Guidelines will be provided as to how students might evaluate their own co-production (participation) in the course assignments document. (The instructor reserves the right to adjust the final co-production grade if deemed necessary.) Team Assignment (the relative weight for this assignment will be determined by each team of students) During the semester each student will be assigned to a team of four or five students. Each team will be responsible for completing the assignment listed below. Service Blueprint. This assignment requires students to construct a detailed service blueprint, accompanied by relevant photos/images, for a particular service provider and, perhaps, present it to the class. The assignment will also involve writing a short paper discussing how the blueprint might be used to improve marketing and operations in the organization. Details are provided in a separate handout. Individual Assignments (the relative weights for each assignment will be determined by each student) Company Complaint Letter Response Analysis. Each student who completes this assignment will be required to write a letter of complaint to an organization from which the student has had a less-thansatisfactory experience with the company’s service offering. Students choosing this assignment will, near the end of the semester, analyze the response they received from their complaint))or the lack thereof. Details are provided in a separate handout. Service Encounter Journal Paper. Each student who completes this assignment will be required to record “journal” entries concerning service encounters that he/she experiences during the first few weeks of the semester. (A form will be provided for the journal entries.) To complete this assignment students will, near the end of the semester, write a paper analyzing their best and worst service encounter experiences. Details are provided in a separate handout
Other Important Information Success-Oriented Course. MKT 405 is a success-oriented course. My desire is that all students in the class meet their individual learning(and grade)goals. However, this does not mean that students can avoid working hard in this class. What this does mean is that all students who do well in the class will be rewarded accordingly. That is, the grade distribution will not be adjusted to make sure it fits a bell-shaped curve--thus, help students demonstrate their understanding of the material we cover in class. That is es of assignments to a portion of the grade because in the business world other skills are as important as knowledge. Students are given these other assignments to encourage the development of these skills as well Study Time. Most college courses require students to spend a significant amount of time outside of class in individual study time. A general guideline is that at least two hours should be spent studying outside of class for every one hour spent in class. Actual in-class meeting time is short in college courses because students are expected to work independently outside of class in order to meet the course requirements. My experience suggests that students who regularly spend this amount of time each week in preparing for this class tend to do very well, assuming they make effective use of their time Class Pace. Much time is allocated in this class for in-class and small group discussion and in-class activities As a result, not as much time is spent in the traditional lecture format. In order to cover the course material lectures are organized to cover the material at a fairly quick pace. It is, therefore, essential that students(a) keep up with the assigned readings, (b) budget their time wisely in order to complete all of their assignments, and(c)seek clarification on any material that they do not understand. If I start going too fast in my lectures let me know. It is my desire that students understand the material Flexibility. A tentative schedule for the entire semester is included in this syllabus. Although much thought was put into the course schedule listed in this syllabus, the schedule is tentative and subject to change as necessary because of the availability of guest speakers and/or support materials, or in order to adapt to specific needs of the class. Occasional departures from the schedule, such as additional readings, assignments, and activities, may be announced in class during the semester. Such announcements will take priority over the printed schedule. It is the student's responsibility to be in class and keep up-to-date on whatever changes are made in the schedule Active Learning Activities. Active learning methods are frequently used in this class. This means students will be part of a group in which they will work together(normally in class) to discuss a specific issue or oncept. It has been repeatedly demonstrated that active learning results in higher grades, increased critical thinking skills, positive relationships, deeper level understanding, and much more. In addition, student evaluations of such classes show that most students enjoy the active role they play in the class, have fun in the process, learn more, take responsibility for their own learning and the learning of others, and develop meaningful friendships which encourage them in their studies and in their personal lives Evaluation of Assignments. Several written assignments are required in this course. Specific guidelines are provided and will need to be followed. These assignments will also be graded for grammar. Students should expect to do fairly well if all of the instructions are followed. However, if only some of the instructions are followed, then only some of the possible points will be awarded Academic Dishonesty. University policy and the bgsu Student Handbook indicates that academic honesty violations(e.g, cheating, fabrication, facilitating academic dishonesty, plagiarism, as well as collaborating with fellow students on exams and individual assignments and having access to unauthorized material)requires the instructor to fail the offender(s) for the course. If serious enough, any such situation will be handed over to university authorities for further action 7
7 Other Important Information Success-Oriented Course. MKT 405 is a success-oriented course. My desire is that all students in the class meet their individual learning (and grade) goals. However, this does not mean that students can avoid working hard in this class. What this does mean is that all students who do well in the class will be rewarded accordingly. That is, the grade distribution will not be adjusted to make sure it fits a bell-shaped curve))thus, students are not in direct competition with their classmates. Also, there are several types of assignments to help students demonstrate their understanding of the material we cover in class. That is, exams comprise only a portion of the grade because in the business world other skills are as important as knowledge. Students are given these other assignments to encourage the development of these skills as well. Study Time. Most college courses require students to spend a significant amount of time outside of class in individual study time. A general guideline is that at least two hours should be spent studying outside of class for every one hour spent in class. Actual in-class meeting time is short in college courses because students are expected to work independently outside of class in order to meet the course requirements. My experience suggests that students who regularly spend this amount of time each week in preparing for this class tend to do very well, assuming they make effective use of their time. Class Pace. Much time is allocated in this class for in-class and small group discussion and in-class activities. As a result, not as much time is spent in the traditional lecture format. In order to cover the course material, lectures are organized to cover the material at a fairly quick pace. It is, therefore, essential that students (a) keep up with the assigned readings, (b) budget their time wisely in order to complete all of their assignments, and (c) seek clarification on any material that they do not understand. If I start going too fast in my lectures, let me know. It is my desire that students understand the material. Flexibility. A tentative schedule for the entire semester is included in this syllabus. Although much thought was put into the course schedule listed in this syllabus, the schedule is tentative and subject to change as necessary because of the availability of guest speakers and/or support materials, or in order to adapt to specific needs of the class. Occasional departures from the schedule, such as additional readings, assignments, and activities, may be announced in class during the semester. Such announcements will take priority over the printed schedule. It is the student’s responsibility to be in class and keep up-to-date on whatever changes are made in the schedule. Active Learning Activities. Active learning methods are frequently used in this class. This means students will be part of a group in which they will work together (normally in class) to discuss a specific issue or concept. It has been repeatedly demonstrated that active learning results in higher grades, increased critical thinking skills, positive relationships, deeper level understanding, and much more. In addition, student evaluations of such classes show that most students enjoy the active role they play in the class, have fun in the process, learn more, take responsibility for their own learning and the learning of others, and develop meaningful friendships which encourage them in their studies and in their personal lives. Evaluation of Assignments. Several written assignments are required in this course. Specific guidelines are provided and will need to be followed. These assignments will also be graded for grammar. Students should expect to do fairly well if all of the instructions are followed. However, if only some of the instructions are followed, then only some of the possible points will be awarded. Academic Dishonesty. University policy and the BGSU Student Handbook indicates that academic honesty violations (e.g., cheating, fabrication, facilitating academic dishonesty, plagiarism, as well as collaborating with fellow students on exams and individual assignments and having access to unauthorized material) requires the instructor to fail the offender(s) for the course. If serious enough, any such situation will be handed over to university authorities for further action