Availabilities:

LocationDomesticInternational
MelbourneN/A
OnlineN/A
Papua New Guinea - IBSU Port MoresbyN/A
PerthN/A
SydneyN/A

Unit description

Introduces students to concepts and practices of service-logic in marketing, the role of the customers within the service system and effective management of customer relationships. Approaches and tools for analysing, improving and developing complex services will be explained and applied, along with concepts of service quality, service recovery and the determinants of customer satisfaction and dissatisfaction.

Unit content

Module 1: Services marketing: The central concepts and frameworks
Module 2: Customer expectations and perceptions of service
Module 3: Quality Management in Services – managing capacity and demand
Module 4: Performing service – The actors and their roles
Module 5: Service design and the servicescape
Module 6: Relationship Marketing

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.

On completion of this unit, students should be able to:
1demonstrate a working knowledge of the unique nature and characteristics of services and their marketing implications
2demonstrate an understanding of the key issues and elements associated with the measurement and management of service quality and customer satisfaction
3critically evaluate the role of the servicescape in building a customer-focused organisation.

On completion of this unit, students should be able to:

  1. demonstrate a working knowledge of the unique nature and characteristics of services and their marketing implications
  2. demonstrate an understanding of the key issues and elements associated with the measurement and management of service quality and customer satisfaction
  3. critically evaluate the role of the servicescape in building a customer-focused organisation.

Prescribed texts

  • Prescribed text information is not currently available.

  • Prescribed text information is not currently available.
Prescribed texts may change in future teaching periods.

Teaching and assessment

Teaching method
Workshop 1 hour (Weekly)
Tutorial 2 hours (Weekly)
Assessment
Online Quiz20%
Case study40%
Presentation - Servicescape evaluation40%
Notice

Intensive offerings may or may not be scheduled in every teaching period. 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 teaching period.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.

Fee paying courses
For postgraduate or undergraduate full fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees

International

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

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