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11385 (v.3) Strategic Customer Leadership 610


Area:

Graduate School of Business

Credits:

25.0

Contact Hours:

3.0
 
** The tuition pattern below provides details of the types of classes and their duration. This is to be used as a guide only. For more precise information please check your unit outline. **
 

Lecture:

1 x 3 Hours Weekly
 

Syllabus:

Responds to the challenge of viewing customers strategically and the unique demands this makes on managers and leaders. An introduction to topics that include management and measurements of service quality, service recovery, the linking of customer measurement to performance measurement and cross-functional treatment of issues through integration of marketing and disciplines such as operations and human resources. Emphasis is on services marketing, new developments in the field, cross cultural issues in services and the impact of technology. The unique feature of this unit is the combination of the strategic view of the customer and a detailed understanding of issues associated with customer satisfaction and the associated link to achieving organisational objectives.
 
** To ensure that the most up-to-date information about unit references, texts and outcomes appears, they will be provided in your unit outline prior to commencement. **
 

Field of Education:

80300 Business and Management (Narrow Grouping)

HECS Band (if applicable):

2

Extent to which this unit or thesis
utilises online information:

Informational

Result Type:

Grade/Mark

Availability

Year Location Period Internal Area External Central External
2004 Perth City Campus Trimester 1 Y Y  
2004 Perth City Campus Trimester 2 Y Y  
2004 Perth City Campus Trimester 3 Y    
Area
External
refers to external course/units run by the School or Department, offered online or through Web CT, or offered by research.
Central
External
refers to external course/units run through the Curtin Bentley-based Distance Education Area

 
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