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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, Transformative Service Research and service quality; consumer behaviour, expectations and perceptions in relation to services; understanding customer requirements, and service development and design including sustainable services. 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, work on group assignments and on individual coursework.
Upon completion of this course students should be able to:1. Describe the unique challenges involved in marketing and managing services.2. Demonstrate knowledge of a services marketing and management framework applied throughout the course.3. Describe the role of employees and customers in service co-creation, customer satisfaction, and service recovery.4. Explain different approaches for services marketing and management in various industries.5. Demonstrate team working skills by working on a group project.6. Demonstrate report writing skills using an appropriate structure, correct spelling, correct grammar and correct referencing.7. Demonstrate analytical thinking and problem-solving skills to address specific services marketing and management problems
(1) MKTG100; and (2) A further 45 points
MGMT 317; MKTG 313
Students must attend one activity from each section.
Joerg Finsterwalder
The ‘45% rule’ does not apply to this course. That is, students do not need to reach 45% weighted average across invigilated assessments. Please refer to https://learn.canterbury.ac.nz/course/view.php?id=7744 for further information. Marks might be scaled in line with University of Canterbury Regulations. Presentation and report writing skills are required for this course!Assessment in Te Reo MāoriIn recognising that Te Reo Māori is an official language of New Zealand, the University provides for students who may wish to use Te Reo Māori in their assessment. If you intend to submit your work in Te Reo Māori you are required to do the following: Read the Assessment in Te Reo Māori Policy and ensure that you meet the conditions set out in the policy. This includes, but is not limited to, informing the Course Coordinator 1) no later than 10 working days after the commencement of the course that you wish to use Te Reo Māori and 2) at least 15 working days before each assessment due date that you wish to use Te Reo Māori.
Domestic fee $893.00
International fee $4,200.00
* 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 Tourism .