Learning Outcomes
Students will be introduced to concepts of services, service marketing, service logic and service quality; consumer behaviour, expectations and perceptions in relation to services; understanding customer requirements, and service development and design. This will be done in relation to several industries within the service sector.
The course will then build on the basics of services marketing and the service logic of management and analyse issues of delivering and performing service, managing service promises and the financial and economic impact of services.
Upon completion of this course students should be able to:
1) Understand the unique challenges involved in marketing and managing services;
2) Appreciate the role of employees (and often customers) and design in service delivery, customer satisfaction, and service recovery;
3) Have knowledge of different approaches for services marketing in various industries;
4) Build upon important workplace skills (e.g., cooperation, teamwork, time management, written and oral communication) through learning activities; and
5) Have gained insights into the service and relationship imperative as part of managing in service competition.
Course Coordinator / Lecturer
Michael Hall
Assessment
|
Test (or 2,500-3,000 word assignment)
|
02 Jun 2011
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25%
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Test (or 2,500-3,000 word assignment)
|
Detailed information on assessment will be available on Learn.
Textbooks
Required Texts
Gronroos, Christian;
Service management and marketing : customer management in service competition;
3rd ed;
J. Wiley & Sons, 2007.
Readings and course content with identified essential, recommended and further reading will also be made available online on Learn during the course. It is essential that students consult Learn each week for information with respect to readings. Students will also be expected to do their own literature research in addition to readings provided. In addition to lectures extensive use will also be made of publication links, websites and streaming video.
Notes
Grading
Grades will follow departmental policies with respect to the grading of undergraduate courses.
Departmental Academic Policies
If you require a hard copy of this document, please ask the course co-ordinator. The Department assumes that you have read this document. You should also read the “Information related to courses and assessment” on page 32 of the Enrolment Handbook 2011 (also in UC Calendar under “General Course and Examination Regulations”).
Dishonest Practice
The University of Canterbury considers cheating and plagiarism to be serious acts of dishonesty. All assessed work must be your own individual work unless specifically stated otherwise in the assessment guidelines. Material quoted from any other source must be clearly acknowledged. You must not copy the work of another person (student or published work) in any assessment including examinations, tests and assignments. Any person, who is found to have copied someone else's work, or to have allowed their work to be copied, will receive a fail grade for that piece of assessment and may face disciplinary action which may lead to a fine, community service or exclusion from the university.
IMPORTANT: Where there are concerns regarding the authorship of written course work, a student can be required to provide a formal, oral explanation of the content of their work.
Coversheets - Group and Individual
For further information see
Management.
All MKTG313 Occurrences
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MKTG313-11S1 (C)
Semester One 2011
- Not Offered
Next Year
