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Service Management (MKTG90007)
Graduate courseworkPoints: 12.5On Campus (Parkville)
About this subject
- Overview
- Eligibility and requirements
- Assessment
- Dates and times
- Further information
- Timetable(opens in new window)
Contact information
Semester 1
Email: lbove@unimelb.edu.au
Overview
Availability | Semester 1 |
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Fees | Look up fees |
This subject aims to equip potential leaders in organisations with current knowledge and tools to compete through the strategic use of service. Suitable industries include consulting, advertising, finance, healthcare, legal, retail, hospitality, transportation and public services to name a few. The management of a service organisation presents unique challenges and opportunities because of the intangible nature of the offering and the critical role of service personnel, customers and technology in service creation and delivery. This subject will focus on the enabling practices, theories and frameworks that help improve the customer/client or citizen experiences for enhanced brand loyalty and organisational success. Subject content includes: developing a service culture; sales training; building trusting relationships; metrics for customer service; blueprinting desirable customer experiences; managing supply and demand of a perishable service; enabling service personnel, IT and customers for superior value creation; designing effective servicescapes; recognising and managing role stress in service personnel; planning for feedback and effective service failure recovery.
Intended learning outcomes
On successful completion of this subject, students should be able to:
- Create a service culture;
- Be confident in selling their service;
- Measure and manage service quality, customer satisfaction, loyalty and value perceptions;
- Analyse the role of employees, customers and technology in service delivery;
- Be attuned to service personnel role stress;
- Blueprint a service process for enhanced customer experience;
- Design a servicescape for desired effects on customer and employee behaviour;
- Recover effectively from a service failure;
- Consider both intended and unintended consequences to all stakeholders of decisions made in the management of a service organisation.
Generic skills
On successful completion of this subject, students should have improved the following generic skills:
- Interpretative and analytical skills, through the application of the conceptual and theoretical frameworks presented in seminars to the 'real world' assignment;
- The ability to critically evaluate a service business based upon the theories and frameworks presented in seminars;
- The ability to synthesise and interpret data and other information sources to conduct an effective audit;
- The ability to work in a team through the group assignment; and
- Oral and written communication skills, through seminar discussions, presentations and service audit report.
Last updated: 9 April 2024
Eligibility and requirements
Prerequisites
Entry into the Master of Management suite of programs.
Corequisites
None
Non-allowed subjects
None
Inherent requirements (core participation requirements)
The University of Melbourne is committed to providing students with reasonable adjustments to assessment and participation under the Disability Standards for Education (2005), and the Assessment and Results Policy (MPF1326). Students are expected to meet the core participation requirements for their course. These can be viewed under Entry and Participation Requirements for the course outlines in the Handbook.
Further details on how to seek academic adjustments can be found on the Student Equity and Disability Support website: http://services.unimelb.edu.au/student-equity/home
Last updated: 9 April 2024
Assessment
Additional details
- 2 hour end of semester exam. During exam period. (50%)
- 5 minute individual oral presentation in allocated week during semester. Due throughout semester. (10%)
- 50 minute individual mid-semester test. Week 7. (10%)
- 4000 word group project report (4-5 students per group). Week 12. (25%)
- 5 minute group project (4-5 students per group) oral in allocated week during semester. Throughout semester. (5%)
Note: Successful completion of this subject requires a pass (50%) in the final exam.
Last updated: 9 April 2024
Dates & times
- Semester 1
Principal coordinator Liliana Bove Mode of delivery On Campus (Parkville) Contact hours One 3-hour seminar per week Total time commitment 170 hours Teaching period 27 February 2017 to 28 May 2017 Last self-enrol date 10 March 2017 Census date 31 March 2017 Last date to withdraw without fail 5 May 2017 Assessment period ends 23 June 2017 Semester 1 contact information
Email: lbove@unimelb.edu.au
Time commitment details
Estimated total time commitment of 170 hours per semester
Last updated: 9 April 2024
Further information
- Texts
Prescribed texts
There are no specifically prescribed or recommended texts for this subject.
- Related Handbook entries
This subject contributes to the following:
Type Name Course Graduate Diploma in Veterinary Professional Leadership and Management Course Master of Management (Marketing) Course Master of Information Systems Course Master of Information Systems Course Master of Information Systems Course Master of Management (Marketing) Informal specialisation 150 Point Master of Management (Marketing) Informal specialisation 150 point Master of Marketing Communications Informal specialisation 200 Point Master of Marketing Communications Major MIS Professional Specialisation Major MIS Research Specialisation Major MIS Health Specialisation - Available through the Community Access Program
About the Community Access Program (CAP)
This subject is available through the Community Access Program (also called Single Subject Studies) which allows you to enrol in single subjects offered by the University of Melbourne, without the commitment required to complete a whole degree.
Entry requirements including prerequisites may apply. Please refer to the CAP applications page for further information.
Last updated: 9 April 2024