Service Management (11184.3)
|Available teaching periods||Delivery mode||Location|
|View teaching periods|| On-Campus
| Bruce, Canberra
|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 outcomesAfter 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 attributes1. 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
|Year||Location||Teaching period||Teaching start date||Delivery mode||Unit convener|
|2023||Bruce, Canberra||Semester 2||31 July 2023||On-Campus||Dr Marjan Aslan|
|2023||Bruce, Canberra||Semester 2||31 July 2023||Online||Dr Marjan Aslan|
|2024||Bruce, Canberra||Semester 2||29 July 2024||Online||Dr Marjan Aslan|
|2024||Bruce, Canberra||Semester 2||29 July 2024||On-Campus||Dr Marjan Aslan|
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.
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.
***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.
***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/tutorials, so 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 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, 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 online collaborative whiteboard platform (Miro) and how to have access to it, has been provided on the Canvas site and will be explained during the workshops.
***For students who will be joining the workshops online, it is essential that you have access to high-speed internet connection. Additionally, it is essential that you have a microphone, a speaker (and ideally a camera) to participate during the synchronous workshops. Please note having a microphone and a speaker for students who join online is required. Please make sure you check that your internet connection, your microphone, and your speaker work before and during the workshops.
Required IT skills
If you are enrolled in an online workshop, you need to be comfortable using the virtual classroom and using your microphone. Additionally, you need to have reasonable access (bandwidth/data) and you need to have a microphone to participate during the workshops.
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.