Service Industry Management 1 (7010.6)
|Level:||Undergraduate Second Year Level|
|Faculty:||Faculty of Business, Government & Law|
|Discipline:||School of Management|
This unit is no longer offered. Information may be available for Units in the following years:
- Version 1 - Start Date: 01/01/2006 End Date: 01/01/2006
- Version 2 - Start Date: 01/01/2006 End Date: 31/12/2006
- Version 3 - Start Date: 01/01/2007 End Date: 31/12/2008
- Version 4 - Start Date: 01/01/2009 End Date: 31/12/2011
- Version 5 - Start Date: 01/01/2012 End Date: 31/12/2012
- Version 6 - Start Date: 01/01/2013 End Date: 31/12/2015
This subject will explore tourism and hospitality from the perspective of a service industry. Topics will include service as a marketing tool, the design of service systems and capacity and demand. The concepts and rationale of service as a marketing strategy will be explored and the processes and techniques analysed. A major element of this subject is the examination of the role of the customer in service delivery and how this impacts on the operation of a successful service industry.
1. describe the difference and the uniqueness of service management;
2. discuss the synergy between innovation, service and marketing;
3. design and implement service systems and measurement processes;
4. explain the criteria required in implementing meaningful capacity management systems.
5. implement service practices to ensure appropriate customer handling.
3 hrs per week.