4375 (v.4) Marketing of Services 311
| Area: | School of Marketing |
|---|---|
| Credits: | 25.0 |
| Contact Hours: | 3.0 |
| TUITION PATTERNS: | The tuition pattern provides details of the types of classes and their duration. This is to be used as a guide only. Precise information is included in the unit outline. |
| Lecture: | 1 x 1.5 Hours Weekly |
| Tutorial: | 1 x 1.5 Hours Weekly |
| Prerequisite(s): |
9764 (v.8)
Consumer Behaviour 201
or any previous version
|
| UNIT REFERENCES, TEXTS, OUTCOMES AND ASSESSMENT DETAILS: | The most up-to-date information about unit references, texts and outcomes, will be provided in the unit outline. |
| Syllabus: | Services possess several unique characteristics that require a distinctive approach to marketing strategy - both in its development and execution. This unit focuses on the unique characteristics of the service environment, adapting marketing management concepts to the service business context, identifying and analysing the various components of the extended services marketing mix, discussing key issues concerning the management and measurement of service quality and customer satisfaction. A key objective is to understand the critical role of service personnel and customers with respect to service delivery, service failure and service recovery. Moreover, the unit explores the overlap in marketing, operations and human resource functions within service organisations to gain exposure to key operations, management strategies and tools (e.g. flow charting and gap analysis) and human resource management issues (internal marketing). |
| Field of Education: | 080500 Sales and Marketing (Narrow Grouping) |
| Result Type: | Grade/Mark |
Availability
| Year | Location | Period | Internal | Partially Online Internal | Area External | Central External | Fully Online |
|---|---|---|---|---|---|---|---|
| 2014 | Bentley Campus | Semester 1 | Y | ||||
| 2014 | Bentley Campus | Semester 1 | Y | ||||
| 2014 | Bentley Campus | Semester 2 | Y | ||||
| 2014 | Bentley Campus | Semester 2 | Y | ||||
| 2014 | Sydney Campus | Trimester 1A | Y | ||||
| 2014 | Sydney Campus | Trimester 2A | Y | ||||
| 2014 | Sydney Campus | Trimester 3A | Y | ||||
| 2014 | Charles Telfair Inst Mauritius | Semester 1 | Y | ||||
| 2014 | Miri Sarawak Campus | Semester 1 | Y | ||||
| 2014 | Miri Sarawak Campus | Semester 2 | Y | ||||
| 2014 | Singapore Campus | Trimester 1A | Y | ||||
| 2014 | Singapore Campus | Trimester 2A | Y | ||||
| 2014 | Singapore Campus | Trimester 3A | Y |
Area External refers to external course/units run by the School or Department or offered by research.
Central External refers to external and online course/units run through the Curtin Bentley-based Distance Education Area
Partially Online Internal refers to some (a portion of) learning provided by interacting with or downloading pre-packaged material from the Internet but with regular and ongoing participation with a face-to-face component retained. Excludes partially online internal course/units run through the Curtin Bentley-based Distance Education Area which remain Central External
Fully Online refers to the main (larger portion of) mode of learning provided via Internet interaction (including the downloading of pre-packaged material on the Internet). Excludes online course/units run through the Curtin Bentley-based Distance Education Area which remain Central External
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