Unit description

Examines tourism and hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common throughout tourism related organisations; the provision of services in the tourism and hospitality industries rather than transfer of goods; and the management of service quality in tourism and hospitality organisations.

Unit content

This unit contains six topics:

  1. Service, quality and operations management
  2. Productivity management
  3. Capacity management
  4. Consumer interaction
  5. Organisational interaction
  6. Quality management.

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

Learning outcomes and graduate attributes

Prescribed texts

Session 2

  • Lovelock, CH, Patterson, PG & Walker, RH, 2010, Services marketing - An Asia-Pacific and Australian Perspective, 5th edn, Pearson Australia, Australia. ISBN: 9781442517011.
Prescribed texts may change in future study periods.

Teaching and assessment

Gold Coast

Teaching method
Lecture on-site 3 hours (10 weeks)
Project report25%
Project report35%
Exam: closed book40%


Teaching method
Structured online learning 3 hours (10 weeks)
Project report25%
Project report35%
Exam: closed book40%

Intensive offerings may or may not be scheduled in every session. Please refer to the timetable for further details.

Southern Cross University employs different teaching methods within units to provide students with the flexibility to choose the mode of learning that best suits them. SCU academics strive to use the latest approaches and, as a result, the learning modes and materials may change. The most current information regarding a unit will be provided to enrolled students at the beginning of the study session.

Fee information


Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.
Commencing 2014 Commonwealth Supported only. Student contribution band: 3

Fee paying courses
For POSTGRADUATE or UNDERGRADUATE full fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees


Please check the international course and fee list to determine the relevant fees.