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Service Management (11184.2)

Level: Level 1 - Undergraduate Introductory Unit
Credit Points: 3
HECS Bands: 2, 3
Faculty: Faculty of Business, Government & Law
Discipline: Canberra Business School


Possible changes to your unit's learning activities and assessment items

For the remainder of 2020, resulting from Australian Government's directives requiring physical distancing and restrictions on movement because of the COVID-19 pandemic, any exams that are required for assessment in a unit will be online exams. Online exams may also use online proctoring to help assure the academic integrity of those exams. Please contact your unit convener with any questions.

While the University has made efforts to ensure that Unit Outlines reflect a unit’s learning activities and assessment items, any changes to Australian Government directives because of the COVID-19 pandemic may require changes to these during the semester to ensure the safety and well being of students and staff. These changes will not be updated in the published unit outline, but will be communicated to you via your unit’s UCLearn(Canvas) teaching site. Any changes made will continue to meet the unit’s learning outcomes, as described in the Unit Outline.

Unit Outlines

To view your Unit Outline, click View to log in to MyUC and access this information, or visit your unit's online teaching site.

  • Global Pathways Program Semester 2, 2020, ON-CAMPUS, SVKM (197727) - View
  • Semester 2, 2020, ON-CAMPUS, BRUCE (197726) - View
  • Global Pathways Program Semester 2, 2019, ON-CAMPUS, SVKM (192564) - View
  • Semester 2, 2019, ON-CAMPUS, BRUCE (184595) - View

If a link to your Unit Outline is not displayed, please check back later. Unit Outlines are generally published by Week One of the relevant teaching period.


In Australia, more than 70% of total GDP is attributed to services. Distinctive characteristics of services such as their intangibility, perishability, inseparability, and heterogeneity, present unique challenges for managers in service organisations - be they for-profit and not-for-profit. The Service Management unit helps students identify the practical implications of the unique characteristics of services and equip them with the relevant skills and knowledge to deal with challenges of managing and marketing a service. Interestingly, services are also important for manufacturing firms. Goods manufacturers start to notice that excellence in service has a huge impact on survival and gaining competitive advantage. As part of this unit we shed light on service as a broader perspective on business and explain how different industries can benefit from excellence in service.

Learning Outcomes

After successful completion of this unit, students will be able to:

1. Identify the unique challenges involved in managing services;

2. Recognise issues in key service businesses;

3. Analyse the various components of the 'services marketing mix' as well as key issues required in managing service quality; and

4. Discuss the consequences of a service perspective for managing a business and organisation.

Assessment Items

Contact Hours

One 2 hour lecture and one 1 hour tutorial on-campus per week.





Assumed Knowledge


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