MKTG310-23S2 (C) Semester Two 2023

Customer Experience

15 points

Start Date: Monday, 17 July 2023
End Date: Sunday, 12 November 2023
Withdrawal Dates
Last Day to withdraw from this course:
  • Without financial penalty (full fee refund): Sunday, 30 July 2023
  • Without academic penalty (including no fee refund): Sunday, 1 October 2023


Historically, business approaches have been almost exclusively focused on the marketing mix itself, especially for product-related exchanges. As a result, the customer at the centre of the framework became an almost forgotten concern for many marketers. The course "Customer Experience" focuses on the design and marketing of emotionally stimulating, value-creating customer experiences. Students will strategically evaluate and critique current traditional marketing and management strategies in terms of their customer focus. The class format involves a mix of class lectures and in-class workshops, case analyses and presentations, best practice discussions, and individual assignments. Students will enhance their learning through group work and in-class presentations as well as individual research projects. The sessions are interactive, stimulating student thinking and critical review.

The estimated workload breakdown for MKTG310S2 is:
Lectures 24
Test 2
Test Preparation 50
Individual Assignment 20
Group Assignment 30
Lecture Preparation 24
Total 150 hours

Learning Outcomes

  • Upon completion of this course students should be able to:
  • Have gained an understanding of the basics of Customer Experience.
  • Have gained knowledge how to work on a Customer Experience project.
  • Have enhanced their team working skills by presenting group research findings both visually and verbally.
  • Have enhanced their report writing skills on a topic using an appropriate structure, correct spelling, correct grammar and correct referencing.
  • Have improved their analytical thinking and problem-solving skills to address specific Customer Experience problems.

    Learning Objectives, BCom
    This course addresses the BCom learning goals and it is anticipated that students can:
  • Apply advanced theory, concepts and models from the field of customer experience to address problems and challenges in the field.
  • Demonstrate broad knowledge of customer experience in theory and practice.
  • Logically analyse data and information using tools appropriate for the problems raised in both group and individual assignments.
  • Draw appropriate conclusions from information provided on the given problems raised in the assignments.
  • Identify and discuss the global factors that are relevant to creating and managing customer experiences.
  • Discuss how the cultural perspectives of customers, companies / organisations and other parties can influence the understanding of customer experience.
  • Effectively present the problems or challenges and an appropriate solution from their group assignment.
  • Write an appropriate report on the problems or challenges posed to the student in the group and individual projects.
  • Write an appropriate report on the individual topic.

    For quality assurance purposes the School is required to hold on record a number of assessment pieces as examples of differing standards of work. If you have any objections to the school holding your assessment for this purpose then email the course coordinator to ensure your assignment is not used for this purpose.
    • University Graduate Attributes

      This course will provide students with an opportunity to develop the Graduate Attributes specified below:

      Employable, innovative and enterprising

      Students will develop key skills and attributes sought by employers that can be used in a range of applications.

      Biculturally competent and confident

      Students will be aware of and understand the nature of biculturalism in Aotearoa New Zealand, and its relevance to their area of study and/or their degree.

      Engaged with the community

      Students will have observed and understood a culture within a community by reflecting on their own performance and experiences within that community.

      Globally aware

      Students will comprehend the influence of global conditions on their discipline and will be competent in engaging with global and multi-cultural contexts.


(1) MKTG201; and (2) MKTG202; and (3) MKTG204



Equivalent Courses


Timetable Note

Lectures for MKTG310S2 are recorded using the ECHO360 lecture recording system.

Course Coordinator / Lecturer

Joerg Finsterwalder


Assessment Due Date Percentage  Description
Participation 10% Participation
In-classTest 12 Sep 2023 50% In-class Test (Tue, 12 Sep, 6:30pm - 8:30pm NZT)
Team Project Report 25% Team Project Report
Group Project Presentation 15% Group Project Presentation (PPTs and Video due: Web, 18 Oct, 8pm NZT via Learn)

To pass this course you must not only achieve a final grade of 50% or higher, but also achieve a weighted average grade of at least 45% across all invigilated assessments.

Report writing skills are required for this course. Cover sheets MUST be used on all assignments/essays.
Cover sheets in .docx format can be found on the course Learn site.

Assessment in Te Reo Māori
In recognising that Te Reo Māori is an official language of New Zealand, the University provides for students who may wish to use the 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.

Textbooks / Resources

Recommended Reading

Klaus, Philipp; Measuring customer experience : how to develop and execute the most profitable customer experience strategies ; Palgrave Macmillan, 2015.

Additional readings are provided in the lecture schedule and on Learn.


Departmental Academic Policies
A summary of Departmental academic policies on course grading, special considerations, etc. is available under: The Department assumes that you have read this document.

You should also read the following:
• UC Business School Student Handbook on the UC Business School Students Learn page
General Course and Examination Regulations

Dishonest Practice
The University of Canterbury considers cheating and plagiarism to be serious acts of dishonesty. All assessed work must be your own individual work unless specifically stated otherwise in the assessment guidelines. Material quoted from any other source must be clearly acknowledged. You must not copy the work of another person (student or published work) in any assessment including examinations, tests and assignments. Any person, who is found to have copied someone else's work, or to have allowed their work to be copied, will receive a fail grade for that piece of assessment and may face disciplinary action which may lead to a fine, community service or exclusion from the university.

IMPORTANT: Where there are concerns regarding the authorship of written course work, a student can be required to provide a formal, oral explanation of the content of their work.

Citations and referencing

Indicative Fees

Domestic fee $868.00

International fee $4,075.00

* 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 .

All MKTG310 Occurrences

  • MKTG310-23S2 (C) Semester Two 2023