Required Text

• Lovelock, Wirtz and Chew (2009), Essentials of Services Marketing (1st edition)
• ISBN-10: 9810679955
• ISBN-13: 978-9810679958

• Describe the unique elements of services marketing vs. product marketing
• Recognize how services differ and how they can be classified
• Explain the importance of service activities in the modern world economy
• Explain how consumers purchase and evaluate services
• Describe and discuss key services marketing topics such as: perceptual mapping, revenue management, flowcharting and blueprinting, the impact of the service environment, complaint handling and service recovery
• Make a professional in-class presentation that analyzes/solves a services marketing problem

• Unfortunately, it has become necessary to resort to extreme measures to make sure that students do their own work and do not simply copy others' words/thoughts/ideas. Basically, if any student paper contains any wording that duplicates (or comes very close to) any wording of any other writer or paper, you will be charged with plagiarism. All student papers MUST be submitted (by the student) electronically to Turnitin® in order to check for plagiarism. If it is found that you have in fact copied work from any other source, you will be penalized by the instructor and/or it will go into your permanent college record. The first incident of plagiarism will result in a warning and a failing grade on the assignment. The second incident of plagiarism will result in a penalty of 1 letter grade for the course. The third incident of plagiarism will result in an F (0.0) grade for the course.
  
  The Turn-it-in course name is: MKT325Spring2012
  The Turn-it-in course ID# is: 4691299
  The Turn-it-in course Password is: password

Grading

The instructor will determine your final course participation grade based upon the following factors:


• Your performance on written papers/cases/exercises
• Your performance on in-class presentations
• Your performance on quizzes/exams
• Your attendance in class
  
  

• All papers, presentations, exercises, exams, etc. are of an individual nature. There are no group projects. Each student is responsible for making at least 2 in-class presentations over the course of the semester. Failure to make 1 of the presentations will result in a penalty of 1 letter grade (for the course). Failure to make both presentations will result in a penalty of 2 letter grades (for the course).
  
  Student presentation order will be determined by the instructor and listed on the MKT 325 web site. If the student is not able to attend class to make the presentation, he/she must inform the instructor within 24 hours of their name being posted. The excuse must be documented and approved by the instructor. If this happens, then the student will be scheduled for the next available presentation. If the student has to be rescheduled more than once, that student will lose a letter grade for the course. If the student misses his/her presentation for an unapproved reason, the first instance will result in a score of 0 for that presentation. The next such instance will result in a penalty of a letter grade for the course.

• Any behavior that is disrespectful to, or has the potential to distract the instructor or other class members will not be tolerated. Examples include: eating food, tobacco usage, making rude comments to the instructor or other students, unauthorized use of computers while class is officially in session, reading the paper or other material not directly relevant to class.

• Regular class attendance is expected and encouraged, and I will circulate an attendance sheet at the beginining of every class. It is your responsibility to sign your name on the attendance sheet! If your name is NOT on the sheet (in your own handwriting) then I will count you as absent for that day.
  There are 100 points allocated to attendance/participation. If you miss a class or two, or three, I will not penalize you for less-than-perfect attendance. However, if you miss more than three classes, you will lose course participation points per class you miss (after three).
  Here is the breakdown for points lost due to non-attendance:

  Miss one or two or three lecture classes    no loss of participation points
  Miss 4 lecture classes                      Lose 10 participation points
  Miss 5 lecture classes                      Lose 20 participation points
  Miss 6 lecture classes                      Lose 30 participation points
  Miss 7 lecture classes                      Lose 40 participation points
  Miss 8 lecture classes                      Lose 60 participation points
  Miss 9 lecture classes                      Lose 80 participation points
  Miss 10 (or more) lecture classes           Lose 100 participation points
  
  

  NOTE: If you must miss lecture classes due to a "good" reason (e.g. job interview, traveling as part of a sports or academic team, inability to get a baby sitter, personal illness, etc.), AND provide me with advance notification of your impending absence, I will give you the opportunity to "make-up" the missed class by doing a course-related paper, taking a quiz, etc. If you don't notify me of your "good reason" for missing class before the class begins, then you can not make up the missed class. Your instructor is the judge of whether your reason for non-attendance is "good" or not.
  To provide advance notification of your non-attendance, please leave a phone-mail message at (575)562-2352, or send an e-mail to: john.stockmyer@enmu.edu
  

• An important feature to a course such as this is student participation. Therefore, all students are expected to attend each class prepared and willing to contribute their opinions, points of view and experiences to the discussion.

• There will be at least two exams in this course (one mid-term and one final). The exams may consist of multiple choice, matching, short answer and essay questions and will cover what is in the textbook, class lectures, guest lectures, assignments, activities, etc. Note that the material covered in class does not always overlap what is in the book. These exams are challenging and will require you to master all sources of information in order to obtain a high grade.
  I will give no make-up exams for any reason other than cases of documented, unplanned emergencies. Make-up exams will cover roughly the same material, but may be of a different format than the original.

• All assignments are to be sent electronically to turn-it-in.com.
  The instructor will make every effort to provide feedback to you on a timely basis (typically within 1 week of the assignment due date).

Assignments will be graded both on the basis of intellectual content, and the clarity and quality of your writing. Points will also be deducted for spelling and grammatical errors. If your name is not on the first page of the paper, you will lose 5 points.

The following information must be included at the front of your papers:

• The title of the assignment
• your name
• the Class (i.e.: MKT 325)
• the Semester (i.e.: Spring 2012)
• the date the assignment is turned in

Course Grading (Weights):

• The final grades will be determined by the following weights:
  
  

  Student Information Assignment                 Mandatory
  Mid-Term Exam                                  150 points
  Final Exam                                     150 points
  Written papers (approx. 10 @ 50 pts each)      500 points
  Two presentations @50 points each              100 points
  Attendance/Participation                       100 points 
                                              --------------
  Total Points Possible                  approx. 1000 points
   
  

• The final letter grades will be based on a straight percentage grading system. The grading cut-offs are as follows:
  

   [A] 90.0%-100%  
  
   [B] 80.0%-89.9% 
  
   [C] 70.0%-79.9%
  
   [D] 60.0%-69.9%
  
   [F] 00.0%-59.9%