Service Management (11184.3)
| Available teaching periods | Delivery mode | Location |
|---|---|---|
| View teaching periods | On-campus Online self-paced |
Bruce, Canberra |
| EFTSL | Credit points | Faculty |
| 0.125 | 3 | Faculty Of Business, Government & Law |
| Discipline | Study level | HECS Bands |
| Canberra Business School | Level 1 - Undergraduate Introductory Unit | Band 4 2021 (Commenced After 1 Jan 2021) Band 4 2021 (Commenced After 1 Jan Social Work_Exclude 0905) Band 5 2021 (Commenced Before 1 Jan 2021) |
This unit provides an understanding of unique challenges of marketing, managing, and delivering services. Furthermore, it provides an understanding of how different tools, methods, concepts, and theories from services marketing and service management fields of study can be used to identify, analyse and resolve problems faced by managers in service organisations, be they for-profit and not-for-profit. With the goal of cultivating and promoting a customer service-oriented mindset, this unit equips service managers with tools and knowledge to provide cost-effective service excellence and design customer-centric solutions in service organisations ranging from international corporations (e.g, airlines, banking and professional services) to small businesses (e.g, restaurants,) to governmental agencies, and business-to-business services.
Moreover, the content provided in this unit reflects technological advancements and their implications for future of business. The unit sheds light on technology-based service delivery and explores impacts of modern technologies such as Artificial Intelligence (AI), service robots, and immersive technologies on experiences of consumers and frontline employees.
Learning outcomes
After successful completion of this unit, students will be able to:1. Identify the unique challenges involved in managing services;
2. Analyse service delivery issues in a key service businesses and propose service design solutions for improvements in service experience;
3. Analyse the various components of the 'services marketing mix' as well as key issues required in managing service quality;
4. Discuss the consequences of a service perspective for managing a business and organisation; and
5. Recognise the importance of service management in technology-based service delivery and its role in the future of business.
Graduate attributes
1. UC graduates are professional - employ up-to-date and relevant knowledge and skills1. UC graduates are professional - communicate effectively
1. UC graduates are professional - use creativity, critical thinking, analysis and research skills to solve theoretical and real-world problems
2. UC graduates are global citizens - adopt an informed and balanced approach across professional and international boundaries
2. UC graduates are global citizens - understand issues in their profession from the perspective of other cultures
3. UC graduates are lifelong learners - reflect on their own practice, updating and adapting their knowledge and skills for continual professional and academic development
3. UC graduates are lifelong learners - adapt to complexity, ambiguity and change by being flexible and keen to engage with new ideas
1. UC graduates are professional - work collaboratively as part of a team, negotiate, and resolve conflict
Prerequisites
None.Corequisites
None.Incompatible units
None.Equivalent units
None.Assumed knowledge
None.| Year | Location | Teaching period | Teaching start date | Delivery mode | Unit convener |
|---|---|---|---|---|---|
| 2025 | Bruce, Canberra | Semester 2 | 28 July 2025 | On-campus | Dr Marjan Aslan |
| 2025 | Bruce, Canberra | Semester 2 | 28 July 2025 | Online self-paced | Dr Marjan Aslan |
| 2026 | Bruce, Canberra | Semester 2 | 10 August 2026 | On-campus | Dr Marjan Aslan |
| 2026 | Bruce, Canberra | Semester 2 | 10 August 2026 | Online self-paced | Dr Marjan Aslan |
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
Extensions & Late submissions
Please note that to be able to successfully complete your assignments, it is important that you watch the instructions videos, listen to the pre-recorded lectures, and read the rubrics.
Use of AI is not permitted in this unit.
The University's position is that artificial intelligence services must not be used for assessment or assessment preparation by students unless explicitly allowed in the assessment instructions for an assessment task published with the assessment task and/or in the unit outline. That is, an AI service may only be used if:
a) its use is authorised by the unit convener as part of the specified task; and
b) it is used in the way allowed in the assessment instructions and/or unit outline; and
c) its use is appropriately referenced, meaning that the students must reference the use of AI in their assessment in the same way as they reference other source material.
The use of AI has not been specified in the assessment instructions for the unit or in the unit outline and thus, AI is not a permissible resource.
Students must apply academic integrity in their learning and research activities at UC. This includes submitting authentic and original work for assessments and properly acknowledging any sources used.
Academic integrity involves the ethical, honest and responsible use, creation and sharing of information. It is critical to the quality of higher education. Our academic integrity values are honesty, trust, fairness, respect, responsibility and courage.
UC students have to complete the Academic Integrity Module annually to learn about academic integrity and to understand the consequences of academic integrity breaches (or academic misconduct).
UC uses various strategies and systems, including detection software, to identify potential breaches of academic integrity. Suspected breaches may be investigated, and action can be taken when misconduct is found to have occurred.
Information is provided in the Academic Integrity Policy, Academic Integrity Procedure, and University of Canberra (Student Conduct) Rules 2023. For further advice, visit Study Skills.
Participation requirements
Active engagement in all online modules enhances your learning and is strongly advised. Unless specifically stated in the unit outline, there is no mandatory attendance requirement. However, you may elect to attend timetabled activities, as they allow you to ask 'real time' questions to develop your understanding for the relevant assessment tasks.
Please see the requirements as follows:
- Reading, watching, and meaningfully engaging in the content provided on the UCLearn site designed for this unit,
- 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 via 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.
- Ensuring that you are correctly enrolled in each unit and that the units are correct for your course of study.
Required IT skills
To join the online drop-in sessions to ask your questions, you need to be comfortable using the virtual classroom on the Canvas site and using your microphone. Additionally, you need to have reasonable access (bandwidth/data) and you need to have a microphone to ask your questions.
Work placement, internships or practicums
The students will develop the ability to put service management theories into practice by focusing on a service organisation, doing root cause analysis, and providing recommendations for improvements in services.
