Service Management (11184.2)

Availability

• UC - Canberra, Bruce

  Year	Teaching Period	Convener		Mode of Delivery
  2021	Semester 2	DR   Marjan   ASLAN	(Ph: +61 2 62012136 )	FLEXIBLE

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

As a result of the Australian Government's and or the ACT Government’s directives requiring physical distancing and restrictions on movement because of the COVID-19 pandemic, you may find that learning activities and/or assessment items in some units you are studying have changed. 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. The new learning activities and/or assessment items will continue to meet the unit's learning outcomes, as described in the Unit Outline.

New learning activities and/or assessment items are available on your unit's UCLearn(Canvas) teaching site. Please contact your Unit Convener with any questions.

Unit Outlines

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• 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.

Syllabus

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.

Prerequisites

None.

Corequisites

None.

Assumed Knowledge

None.