Service Management (11184.2)
|Level:||Introductory Unit Level|
|HECS Bands:||2, 3|
|Faculty:||Faculty of Business, Government & Law|
|Discipline:||School of Business|
UC - Canberra, Bruce
Year Teaching Period Convener Mode of Delivery 2020 Semester 2 DR Marjan ASLAN (Ph: +61 2 62012136 ) ON-CAMPUS
UCI - SVKM's Institute of International Studies, Mumbai
Year Teaching Period Convener Mode of Delivery 2020 Global Pathways Program Semester 2 DR Marjan ASLAN (Ph: +61 2 62012136 ) ON-CAMPUS
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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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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.
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.
One 2 hour lecture and one 1 hour tutorial on-campus per week.
- MGB105 Bachelor of Business (Management)
- MGB107 Bachelor of Business (Service Management)
- MGSC03 Bachelor of Business/ Bachelor of Laws
- MGAR03 Bachelor of Business/ Bachelor of Arts
- MGIT03 Bachelor of Business/ Bachelor of Business Informatics
- MGAR01 Bachelor of Business/ Bachelor of Communication and Media
- MGAR02 Bachelor of Business/ Bachelor of Design
- MGIT02 Bachelor of Business/ Bachelor of Information Technology
- MGSC02 Bachelor of Business/ Bachelor of Science in Psychology
- SCMG01 Bachelor of Politics and International Relations/ Bachelor of Business