Service Management (11184.2)

Required texts

Lovelock, C.H., Patterson, P.G. and Wirtz, J. (2014) "Services Marketing – An Asia-Pacific and Australian Perspective", 6th Edition, Pearson Education Australia, Sydney

Submission of assessment items

Special assessment requirements

It is essential that the students come prepared for workshops by listening to the pre-recorded lectures and by reading designated chapters and online content. We will focus on Assignment #1 and #2 during the workshops. Please note that to be able to complete the assignments for this unit, it is crucial that you attend the workshops, read the required readings, and listen to the pre-recorded lectures.

Academic integrity

Students have a responsibility to uphold University standards on ethical scholarship. Good scholarship involves building on the work of others and use of others' work must be acknowledged with proper attribution made. Cheating, plagiarism, and falsification of data are dishonest practices that contravene academic values. Refer to the University's Student Charter for more information.

To enhance understanding of academic integrity, all students are expected to complete the Academic Integrity Module (AIM) at least once during their course of study. You can access this module within UCLearn (Canvas) through the 'Academic Integrity and Avoiding Plagiarism' link in the Study Help site.

Use of Text-Matching Software

The University of Canberra uses text-matching software to help students and staff reduce plagiarism and improve understanding of academic integrity. The software matches submitted text in student assignments against material from various sources: the internet, published books and journals, and previously submitted student texts.

Participation requirements

Please bear in mind that to be able to complete your assignments you must attend the workshops. 

The pre-recorded lectures for this unit will contain elaborate briefing on the key theories/topics on service management, service delivery and service design. The workshops will facilitate conceptual reflection and learning through sharing. The workshops will also contain blending of rich discussion from the text and practical activity-based learning experiences. Therefore, it is essential that the students come prepared for the workshops by listening to the pre-recorded lectures and by reading designated chapters for workshops. Students are also required to actively participate in problem-solving, critical thinking, hands-on activities and discussions during the workshops.

Learning occurs most effectively in an environment where all the participants are eager and ready to learn. Therefore, I expect that everyone will engage in professional behaviour that contribute to the creation of a stimulating learning environment. As such, the followings are required: 

• Attending all formal class sessions/workshops and being on time,
• Remaining in class for the duration of the class, 
• Being prepared for class,
• Reading/watching all content provided on the UCLearn site designed for this unit,
• Actively participating in class discussions, 
• Asking thoughtful questions and sharing ideas,
• Questions or ideas that provoke discussion or illustrate class material are ideal forms of contribution. 
• Listening respectfully when others are speaking,
• Being focused on the activities at hand,
• Regularly checking and reading announcements sent by the unit convener on the Canvas (UCLearn) site.
• regularly checking your UC emails.
• Communicating to the unit convener through your UC mail account and not a personal account.
• Reading, understanding and respecting the rules concerning plagiarism.
• Avoiding all acts which could be considered plagiarism.
• familiarising yourself with the conventions of referencing in your discipline.
• Providing accurate information about your address and contact details, and notifying Student Administration of changes as soon as they occur; and
• Ensuring that you are correctly enrolled in each unit and that the units are correct for your course of study.

  ***All students are expected to attend each of the workshops. All students are expected to listen to the pre-recorded lectures and prepare the required readings before the workshops and to actively participate in discussions and activities during the workshops.

  ***It is essential that students use the textbook and the online content (including information on assignments) provided on the Canvas site for this unit to do their assignments.

  *** To learn about details of the assignments, in addition to reading instructions and files uploaded on the canvas site, it is essential that students attend workshops and Q&A sessions.

Required IT skills

n/a

Work placement, internships or practicums

The students will develop the ability to put service management theories into practice by focusing on a real or a hypothetical service organisation, doing root cause analysis, and providing recommendations for improvements in services.

• Semester 2, 2022, Flexible, UC - Canberra, Bruce (209598)
• Semester 2, 2021, Flexible, UC - Canberra, Bruce (209045)
• Global Pathways Program Semester 2, 2020, On-Campus, UCI - SVKM's Institute of International Studies, Mumbai (197727)
• Semester 2, 2020, On-Campus, UC - Canberra, Bruce (197726)