Services Marketing (6366.7)

Please note these are the 2016 details for this unit
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Services Marketing
Available teaching periods Delivery mode Location
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EFTSL Credit points Faculty
0.125 3 Faculty Of Business, Government & Law
Discipline Study level HECS Bands
School Of Management Level 2 - Undergraduate Intermediate 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 aims to provide students with a review of current theory and practice in services marketing. The distinctive needs of service industries for marketing planning and strategy will be explored, as will customer relationship management. Challenges such as maintaining service quality and handling customer complaints will be considered, as well as the impact on services of information technology and globalisation. The unit will have a current Australian focus and will make use of actual examples of service industries in our region.

Learning outcomes

On successful completion of this unit, students will be able to:
1. Understand the special marketing needs of service industries;
2. Understand customer behaviour and relationship management in the service sector; develop marketing strategies for service industries, analyse the impact of recent environmental changes on service industries; and
3. Analyse case studies in the field of services marketing and solve problems related to the marketing of services.


Graduate attributes

1. UC graduates are professional - communicate effectively
1. UC graduates are professional - employ up-to-date and relevant knowledge and skills
1. UC graduates are professional - take pride in their professional and personal integrity
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 - behave ethically and sustainably in their professional and personal lives
3. UC graduates are lifelong learners - adapt to complexity, ambiguity and change by being flexible and keen to engage with new ideas
3. UC graduates are lifelong learners - reflect on their own practice, updating and adapting their knowledge and skills for continual professional and academic development


Skills development

This unit aims to provide students with a review of current theory and practice in services marketing. The distinctive needs of service industries for marketing planning and strategy will be explored, as will customer relationship management. Challenges such as maintaining service quality and handling customer complaints, the impact of information technology and globalisation will be considered. The unit will have a current Australian focus and will make use of actual examples of service industries in our region.



Prerequisites

6357 Introduction to Marketing OR 9521 Foundations of Marketing.

Corequisites

None.

Incompatible units

9532 Marketing and Promotion

Assumed knowledge

None.
Year Location Teaching period Teaching start date Delivery mode Unit convener
Not available

Required texts

Prescribed text:

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 you are required to submit your written assignments online through Canvas site, and your work should be submitted to URKUND to check for text matching. Please bear in mind that I don't give a second chance to anybody with high URKUND report and the reports will be sent directly to Associate Dean of Education Office for further investigation. As a student from University of Canberra you are responsible to familiarize yourself with UC policies about misconduct including plagiarism.

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

It is essential that the students come prepared for tutorials by attending the lectures and by reading designated chapters for the tutorials.

Required IT skills

None

Work placement, internships or practicums

None

Additional information

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.

Referencing

You must at all times comply with the Student Academic Integrity Policy. Full referencing is therefore required for all written tasks submitted by you. The style of referencing by default in the Faculty of Business Government and Law is the author-date or 'Harvard' system, as outlined in the University Library Citation Guide available at: http://www.canberra.edu.au/library/research-gateway/research_help/referencing-guides. The style of referencing for this unit is consistent use of APA or Harvard system.

 

The onus is on students to clarify issues in a timely manner

If there is any doubt about the requirements of any assignment or assessment procedure, the onus for clarifying the issue rests with the student who should contact the unit convener about the matter well before the due dates. 

Note: Work submitted late, except when having an approval from Inclusion and Walfare, will be penalised at the rate of 5% of the possible mark deducted per day late. 

Assessment appeals

Under the Student Grievance Resolution Policy there is no right of appeal against assessment results on the basis of academic judgment (i.e. that the student believes their answer merited a higher mark).

This policy ‘applies to appeals on procedural grounds against unit results with respect to any final grades. In general, the University does not recognise grievances relating to academic judgment.'

 

Marking and moderation

Your assessment item may be marked by a member of staff other than the unit convener. Assessment items will also be moderated in accordance with University policy and this involves more than one marker. If marks are visible in the Canvas gradebook they must be treated as indicative only until the moderation process is complete. As a result of moderation a first mark given to an assessment item may be adjusted up or down.