Service Management G (11419.2)
|Available teaching periods||Delivery mode||Location|
|View teaching periods|| Flexible
|| UC - Canberra, Bruce
|0.125||3||Faculty Of Business, Government & Law|
|Discipline||Study level||HECS Bands|
|Canberra Business School||Graduate Level|| Band 3 2013-2020 (Expires 31 Dec 2020)
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)
Learning outcomesAfter successful completion of this unit, students will be able to:
1. Review and apply theories, concepts and perspectives in the areas of service management and services marketing,
2. Critically analyze the various components of the "services marketing mix" and discuss issues in service businesses,
3. Analyse and appraise the value creation of the service perspective and its application to organisation, customer and society,
4. Evaluate and synthetise concepts in service management research.
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
1. UC graduates are professional - work collaboratively as part of a team, negotiate, and resolve conflict
2. UC graduates are global citizens - think globally about issues in their profession
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
|Year||Location||Teaching period||Teaching start date||Delivery mode||Unit convener|
|2021||UC - Canberra, Bruce||Semester 2||02 August 2021||Flexible||Dr Marjan Aslan|
|2022||UC - Canberra, Bruce||Semester 2||01 August 2022||Flexible||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
Please note that to be able to complete the assignments for this unit, you need to attend the online tutorials and listen to the pre-recorded lectures.
It is essential that students come prepared for the online tutorials by listening to the pre-recorded lectures and by reading designated chapters and online content. Assignment #1 and #2 will be workshopped during the online tutorials. Please note that to be able to complete the assignments for this unit, you need to attend the online tutorials and listen to the pre-recorded lectures.
Required IT skills
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 improvement.
- 11184 Service Management.