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Service Industry Management 1 (7010.6)

Level: Level 2 - Undergraduate Intermediate Unit
Credit Points: 3
HECS Bands:

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:


    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.

    Learning Outcomes


    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.

    Contact Hours

    3 hrs per week.


    Introduction to Tourism or Global Issues in Tourism or permission of lecturer.

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