Service Management (11184.3)

Please note these are the 2023 details for this unit
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Service Management
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)
The Service sector is expanding more and more, and services dominate the world economy like never before. In response to the ongoing development in service economy and the transformation of our economies to services, skills in marketing and managing services are becoming more and more important. Given that we live in a service age, practical and thoughtful theories and methods about how to design services and improve service quality is urgently needed by service managers in service organisations.

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 skills
1. 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
3. UC graduates are lifelong learners - evaluate and adopt new technology
2. UC graduates are global citizens - behave ethically and sustainably in their professional and personal lives
2. UC graduates are global citizens - make creative use of technology in their learning and professional lives
3. UC graduates are lifelong learners - evaluate and adopt new technology


Prerequisites

None.

Corequisites

None.

Incompatible units

None.

Equivalent units

None.

Assumed knowledge

None.
Availability for enrolment in 2027 is subject to change and may not be confirmed until closer to the teaching start date.
Year Location Teaching period Teaching start date Delivery mode Unit convener
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
2027 Bruce, Canberra Semester 2 09 August 2027 Online self-paced Dr Marjan Aslan
2027 Bruce, Canberra Semester 2 09 August 2027 On-campus Dr Marjan Aslan
Not available

Required texts

Recommended Book:

Wirtz, J., and Lovelock, C. (2021), Services Marketing: People, Technology, Strategy, 9th Edition, World Scientific, ISBN 9781944659820.

or

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 important that the students come prepared for workshops by listening to the pre-recorded lectures and by reading designated chapters and online content. 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. We will focus on Assignment #2 and #3 during the workshops.

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.

 

 

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

***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.

***In each module, you will complete learning activities which enable you to apply your learning and understand different perspectives. Most activities are designed to provide you with the skills necessary to succeed in your assessments. Some activities will require direct engagement on Canvas, while some will be completed in the workshop, so please do read the instructions carefully.

***At the beginning of each module, you will be given required and optional reading resources. Required readings are essential to support your learning journey, while optional reading resources are supplementary often providing more detail or perspectives on a specific topic.

***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 before and during the workshops.

***It is essential that students use the 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, it is essential that students watch the instructions videos, read the rubrics and other documents uploaded on the canvas site, and attend the workshops as well as Q&A drop-in sessions.

***For some of the workshops which will be run for this unit, we might use an online collaborative whiteboard platform (Miro). Information about the digital collaborative whiteboard platform and how to have access to it is available on the Canvas site in the Unit Overview Section (You can find the Unit Overview Section in the Welcome Module). 

Required IT skills

***For some of the workshops which will be run for this unit, we might use an online collaborative whiteboard platform (Miro). Information about the digital collaborative whiteboard platform and how to have access to it is available on the Canvas site in the Unit Overview Section (You can find the Unit Overview Section in the Welcome Module). 

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.