Services Marketing (6366.7)
|Available teaching periods||Delivery mode||Location|
|View teaching periods|
|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)
Learning outcomesOn 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 attributes1. 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
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.
Prerequisites6357 Introduction to Marketing OR 9521 Foundations of Marketing.
Incompatible units9532 Marketing and Promotion
|Year||Location||Teaching period||Teaching start date||Delivery mode||Unit convener|
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.
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.
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
Work placement, internships or practicums
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.
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.
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.
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