| Area: |
Graduate School of Business |
| Credits: |
25.0 |
| Contact Hours: |
3.0 |
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| ** 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 |
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| 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. |
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| ** 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. ** |
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| Field of Education: | 80300 Business and Management (Narrow Grouping) |
| Funding Cluster: | 02 - Accounting, Administration, Economics, Commerce |
| SOLT (Online) Definitions*: | Informational
*Extent to which this unit or thesis utilises online information |
| Result Type: | Grade/Mark |
Availability |
| Year |
Location |
Period |
Internal |
Partially Online Internal |
Area External |
Central External |
Fully Online |
| 2005 |
Perth City Campus |
Trimester 1 |
Y |
|
|
|
|
| 2005 |
Perth City Campus |
Trimester 2 |
Y |
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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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