RENCANA PEMBELAJARAN SEMESTER (RPS) MATA KULIAH: SERVICES MARKETING PROGRAM STUDI MAGISTER MANAJEMEN 2015
Nama Mata Kuliah : Services Marketing Kode Mata Kuliah/sks : / 3 sks Program Studi Semester Nama Dosen Pengampu Email : : : : Magister Manajemen Gasal/Genap Deskripsi Mata Kuliah Mempelajari teori dan aplikasi dari. Topik yang dipelajari meliputi konsep pemasaran dan bauran, layanan jasa dan service quality. Selain membahas strategi, operasi, manusia, teknologi, komunikasi dan budaya, hal yang utama dalam pokok bahasan adalah bagaimana menciptakan customer value. Capaian Pembelajaran/Learning Outcomes 1. praktis dari 2. Mampu menerapkan dan membangun service excellence 3. Mampu menganalisis service performance 4. Memahami karakteristik dan tantangan dalam mengelola jasa 5. Mampu mengaplikasi, menganalisis dan mengevaluasi bauran.
Kemampuan Akhir yang Diharapkan HARD COMPETENCIES Analytical / Quantitative Skills that emphasize techniques for improving problem-solving by making problem-solving a more rational, analytical process Computer skills The fundamental skills needed for seeking information utilizing hardware, software, and internet. Entrepreneurial The creation of wealth adding value Risk taking A decision making situation which only the probabilities of the possible outcomes are known Written Communication The ability to use written language effectively. SOFT COMPETENCIES Customer orientation Remaining competitive in an increasingly global environment companies needed to create an environment in which the customer was at the center of every decision. Decision making The process through which a problem was identified solution objectives defined, a predecision made, alternatives generated and evaluated, and the best alternative chosen and implemented. Leadership / Interpersonal Behavior and characteristics of individuals who use their influence to coordinate and direct the activities of others toward group objectives. Oral communication The transfer of information from one person to another by the process of speaking and listening Team Building A planned organizational development technique with a group of people who may have common organizational relationships and goals designed to improve how work gets done. Strategic Thinking & Systemic Thinking The process of determine the alternatives solution through perceiving, understanding, and reasoning process by considering the short and long term implications. Change Management Initiating and implementing the change process by taking into account the existing landscape of its internal and external environment
Referensi Text book: Lovelock, C. & Wirtz, J. (2011). Services Marketing: People, Technology Strategy (7th ed.). New Jersey: Pearson Education. Academic Journals: Journal of Marketing, Marketing Science, Journal of Consumer Research, Journal of International Marketing. Evaluasi Hasil Belajar Penilaian mahasiswa akan ditentukan berdasarkan gabungan dari komponen berikut ini: 1) Ujian tengah semester (UTS) 30% 2). Ujian akhir semester (UAS) 30% 3). Tugas terstruktur (Quiz, homework, group project) 40% Konversi nilai angka ke nilai huruf, sesuai bobot komponen, adalah sebagai berikut: Nilai Angka Nilai Huruf Bobot Nilai Angka Nilai Huruf Bobot 86 A 4,00 60,00 64,99 C + 2,25 80,00 85,99 A - 3,75 55,00 59,99 C 2,00 75,00 79,99 B + 3,25 50,00 54,99 C - 1,75 70,00 74,99 B 3,00 45,00 49,99 D 1,00 65,00 69,99 B - 2,75 45 E 0,00 Keterangan : I (Incomplete) = Komponen tidak lengkap
Rencana Perkuliahan Semester (RPS) TM Ke- Kemampuan Akhir yang Diharapkan Pokok Bahasan dan Sub Pokok Bahasan Metode Pembelajaran Media Pembelajaran Sumber Ajar Deskripsi Tugas TM-1 Mampu memahami dan menjelaskan konsep dasar dari Understanding services Bab 1 Tanya jawab TM-2 aplikasi consumer behavior serta menganalisisnya Consumer behavior Bab 2 Role play TM-3 TM-4 TM-5 aplikasi pembuatan dan pengembangan produk jasa serta menganalisisnya aplikasi desain dan manajemen jasa serta menganalisisnya aplikasi consumer pricing serta menganalisisnya Developing service products Designing and managing service process Pricing Bab 4 Bab 8 Bab 6 TM-6 Mampu menulis dan menganalisis penelitian Latest services marketing research - website Journal articles Academic writing TM-7 Mampu menganalisis dan mengevaluasi bauran Group Presentation Presentasi - Audio/video - Animasi / Group project
TM-8 Mampu menganalisis dan mengevaluasi bauran Group Presentation Presentasi - Audio/video - Animasi / Group project TM-9 Ujian Tengah Semester (UTS) TM-10 TM-11 TM-12 TM-13 aplikasi kesesuaian antara permintaan dan produksi jasa serta menganalisisnya aplikasi positioning dan branding serta menganalisisnya aplikasi promosi dan edukasi konsumen serta menganalisisnya aplikasi relationship dan loyalty serta menganalisisnya Balancing demand and productive capacity Positioning and branding Promoting services and educating customers Managing relationsips and building loyalty Bab 9 Bab 3 Bab 7 Bab 12 TM-14 TM-15 aplikasi complaint handling dan service recovery serta menganalisisnya Mampu menulis dan menganalisis penelitian Complaint handling and service recovery Latest services marketing research - website Bab 13 Journal articles Academic writing
TM-16 Mampu melaksanakan dan mengevaluasi bauran Group Presentation Presentasi - Audio/video - Animasi / Group project TM-17 Mampu melaksanakan dan mengevaluasi bauran Group Presentation Presentasi - Audio/video - Animasi / Group project TM-18 Ujian Akhir Semester (UAS)