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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

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Unit Outlines

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

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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.

Contact Hours

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

Prerequisites

None.

Corequisites

None.

Assumed Knowledge

None.



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