MKTG205-19S2 (C) Semester Two 2019

Services Marketing and Management

15 points
15 Jul 2019 - 10 Nov 2019


This course aims to develop an understanding of services marketing and management. Students will be introduced to services marketing and management concepts, service quality, service logic; consumer behaviour, expectations and perceptions in relation to services; understanding customer requirements, and service development and design; and the role of employees in service delivery. This will be done in relation to several industries within the service sector.

Students will be introduced to concepts of services, service marketing and management, service-dominant 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 management and analyse issues of delivering and performing services and managing service promises. Students, as part of a team write project reports, present their findings in class and work on individual assignments.

The workload throughout the course is as follows:
• Lectures (Contact time) 24 hrs
• Individual Assignment 24 hrs
• Group Assignment 60 hrs
• Midterm Test 2 hrs
• Preparation for Lectures, Test etc. 40 hrs
• TOTAL 150 hrs

Learning Outcomes

  • Upon completion of this course students should be able to:
  • Describe the unique challenges involved in marketing and managing services.
  • Demonstrate knowledge of a services marketing and management framework applied throughout the course.
  • Describe the role of employees and customers in service co-creation, customer satisfaction, and service recovery.
  • Explain different approaches for services marketing and management in various industries.
  • Demonstrate team working skills by presenting group work and verbally defending recommendations.
  • Demonstrate report writing skills both in group and individual work using an appropriate structure, correct spelling, correct grammar and correct referencing.
  • Demonstrate analytical thinking and problem-solving skills to address specific services marketing and management problems.

    B.Com. Learning Goals
    This course addresses the BCom learning goals and it is anticipated that students can:
  • Demonstrate advanced knowledge and understanding of and be able to critically evaluate and apply this knowledge to, key topics and issues related to Services Marketing and Management.
  • Obtain key skills and attributes sought by employers within the fields of Services Marketing and Management such as analytical skills, problem solving skills, communication skills, and ability to work in a team.
  • Demonstrate awareness and understanding of the nature of biculturalism in Aotearoa New Zealand, and its relevance to the field of Services Marketing and Management.
  • Graduates demonstrate an understanding of the thinking, norms and practices that underpin the management and marketing of services in organisations, and reflect on their own performance and experience within that context.
  • Graduates understand the influence of global conditions on services marketing and management and to be competent in engaging with international and multi-cultural contexts.
    • University Graduate Attributes

      This course will provide students with an opportunity to develop the Graduate Attributes specified below:

      Critically competent in a core academic discipline of their award

      Students know and can critically evaluate and, where applicable, apply this knowledge to topics/issues within their majoring subject.

      Employable, innovative and enterprising

      Students will develop key skills and attributes sought by employers that can be used in a range of applications.

      Biculturally competent and confident

      Students will be aware of and understand the nature of biculturalism in Aotearoa New Zealand, and its relevance to their area of study and/or their degree.

      Engaged with the community

      Students will have observed and understood a culture within a community by reflecting on their own performance and experiences within that community.

      Globally aware

      Students will comprehend the influence of global conditions on their discipline and will be competent in engaging with global and multi-cultural contexts.


(1) MKTG100; and (2) STAT101; and (3) A further 15 points in MGMT or MSCI


MGMT 317; MKTG 313

Timetable 2019

Students must attend one activity from each section.

Lecture A
Activity Day Time Location Weeks
01-P1 Tuesday 13:00 - 15:00 E14 Lecture Theatre 15 Jul - 25 Aug
9 Sep - 6 Oct
14 Oct - 20 Oct
01-P2 Tuesday 13:00 - 16:00 E14 Lecture Theatre 7 Oct - 13 Oct

Examination and Formal Tests

Test A
Activity Day Time Location Weeks
01 Wednesday 18:30 - 20:30 A3 Lecture Theatre 9 Sep - 15 Sep

Timetable Note

No tutorials.

Course Coordinator / Lecturer

Joerg Finsterwalder


Assessment Due Date Percentage  Description
Individual Service Encounters 16 Aug 2019 20% Individual Service Encounters
Midterm Test 11 Sep 2019 40% Midterm Test
Team Project Report 06 Oct 2019 25% Team Project Report
Team Project Presentation 08 Oct 2019 15% Team Project Presentation

Report writing skills are required for this course!

Cover sheets MUST be used on all assignments/essays.
Group Coversheet
Individual Coversheet

All marks will be scaled in line with University of Canterbury Regulations. You should not regard 50% as a pass mark.

Textbooks / Resources

Required Texts

Zeithaml, Valarie A. , Bitner, Mary Jo, Gremler, Dwayne D; Services marketing : integrating customer focus across the firm; Seventh edition; McGraw-Hill Education, 2018.

Students can rent a digital copy of the text online for $NZ64.99 (ISBN: 9781309098370; no resale value) or purchase a physical copy in the bookstore for NZ$178.99 (ISBN: 9780078112102; resale value of approximately 50%)


Class Representative
A class representative may be asked to volunteer in the first few weeks of class. Any problems with the course can be raised with the class rep. Their email can be found at UCSA. The class representative will take up any issues raised by class members with the lecturer concerned as they occur.

Departmental Academic Policies
The Department assumes that you have read this document.

You should also read the 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.]

Indicative Fees

Domestic fee $806.00

International fee $3,513.00

* Fees include New Zealand GST and do not include any programme level discount or additional course related expenses.

For further information see Management, Marketing and Entrepreneurship.

All MKTG205 Occurrences

  • MKTG205-19S2 (C) Semester Two 2019