MKTG205-21S2 (C) Semester Two 2021

Services Marketing and Management

15 points

Start Date: Monday, 19 July 2021
End Date: Sunday, 14 November 2021
Withdrawal Dates
Last Day to withdraw from this course:
  • Without financial penalty (full fee refund): Sunday, 1 August 2021
  • Without academic penalty (including no fee refund): Friday, 1 October 2021


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, services 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 estimated workload breakdown for MKTG205S2 is:
Lectures 24 hours
In-Class Test 2 hours
In-Class Test Preparation 40 hours
Individual Assignment 20 hours
Group Assignment 40 hours
Lecture Preparation 24 hours
Total 150 hours

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.

    Learning Objectives, BCom
    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 teams.
  • Demonstrate awareness and understanding of the nature of biculturalism in Aotearoa New Zealand, and its relevance to the field of 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.

    For quality assurance purposes the School is required to hold on record a number of assessment pieces as examples of differing standards of work. If you have any objections to the school holding your assessment for this purpose then email the course coordinator to ensure your assignment is not used for this purpose.
    • 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) A further 45 points


MGMT 317; MKTG 313

Timetable 2021

Students must attend one activity from each section.

Lecture A
Activity Day Time Location Weeks
01 Wednesday 10:00 - 12:00 Link 309 Lecture Theatre
19 Jul - 29 Aug
13 Sep - 24 Oct
Lecture B
Activity Day Time Location Weeks
01 Thursday 14:00 - 17:00 Rehua 529
11 Oct - 17 Oct

Examination and Formal Tests

Test A
Activity Day Time Location Weeks
01 Monday 18:30 - 20:30 Online Delivery
13 Sep - 19 Sep

Timetable Note

Lectures for MKTG205-21S2 are recorded using the ECHO360 lecture recording system.

Course Coordinator / Lecturer

Joerg Finsterwalder


Assessment Due Date Percentage  Description
Individual Service Encounters 20 Aug 2021 20% 5pm via Learn
In-Class Test 40% Week of 13 September
Team Project Report 08 Oct 2021 25% PPTs Due: 8 October, 5pm via Learn
Team Project Presentation 13 Oct 2021 15% Team Project Presentation

Textbooks / Resources

Required Texts

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

Students can rent a digital copy of the text online for $NZ85.20 (ISBN: 9781309098370;; no resale value) or purchase a physical copy in the UBS bookstore for NZ$180.89 (ISBN: 9781260083521; resale value approx. 50%). There are three eBooks available in the UC library. The Library also has two physical copies.


Departmental Academic Policies
A summary of Departmental academic policies on course grading, special considerations, etc. is available under: The Department assumes that you have read this document.

You should also read the following:
• UC Business School Student Handbook on the UC Business School Students Learn page
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.

Citations and referencing

Indicative Fees

Domestic fee $831.00

International fee $3,875.00

* All fees are inclusive of NZ GST or any equivalent overseas tax, and do not include any programme level discount or additional course-related expenses.

For further information see Management, Marketing and Entrepreneurship .

All MKTG205 Occurrences

  • MKTG205-21S2 (C) Semester Two 2021