SERVICES MARKETING

MKT2SMA

2014

Credit points: 15

Subject outline

Service industries are rapidly emerging as the most dominant force in most world economies, including Australia. In developed economies up to 75% of the labour force, 75% of the GNP and 45% of an average family's budget are accounted for by services. Services (both commercial and not-for-profit)possess several unique characteristics that require a distinctive approach to marketing strategy- both in its development and execution. Topics include: how to improve service quality, increase and maintain customer satisfaction levels, generate customer loyalty and create a healthy service culture within the firm.

FacultyFaculty of Business, Economics and Law

Credit points15

Subject Co-ordinatorAndrew Gilmore

Available to Study Abroad StudentsYes

Subject year levelYear Level 2 - UG

Exchange StudentsYes

Subject particulars

Subject rules

PrerequisitesN/A

Co-requisitesN/A

Incompatible subjectsN/A

Equivalent subjectsN/A

Special conditionsN/A

Readings

Resource TypeTitleResource RequirementAuthor and YearPublisher
ReadingsBe: Services marketing: An Asia Pacific and Australian PerspectivePrescribedLovelock, C.H., Patterson, P.G. & Wirtz J., 20075TH EDN., PEARSON EDUCATION AUSTRALIA, 2011
ReadingsServices marketingRecommendedHoffman, K., Bateson, J.E., Elliott, G., Birch, D.CENGAGE LEARNING, 2010

Subject options

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Start date between: and    Key dates

Bendigo, 2014, Semester 2, Day

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorMarthin Nanere

Class requirements

Lecture Week: 31 - 43
One 2.0 hours lecture other recurrence on weekdays during the day from week 31 to week 43 and delivered via face-to-face.

Tutorial Week: 31 - 43
One 1.0 hours tutorial other recurrence on weekdays during the day from week 31 to week 43 and delivered via face-to-face.

Assessments

Assessment elementComments%
one 1-hour multiple choice test15
one 2-hour final examination60
one team research project2,000-words per student25

Melbourne, 2014, Semester 1, Day

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorAndrew Gilmore

Class requirements

Lecture Week: 10 - 22
One 2.0 hours lecture other recurrence on weekdays during the day from week 10 to week 22 and delivered via face-to-face.

Tutorial Week: 10 - 22
One 1.0 hours tutorial other recurrence on weekdays during the day from week 10 to week 22 and delivered via face-to-face.

Assessments

Assessment elementComments%
one 1-hour multiple choice test15
one 2-hour final examination60
one team research project2,000-words per student25

Shepparton, 2014, Semester 2, Day

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorPhilip Trebilcock

Class requirements

Lecture Week: 31 - 43
One 2.0 hours lecture per week on weekdays during the day from week 31 to week 43 and delivered via face-to-face.

Tutorial Week: 32 - 43
One 1.0 hours tutorial per week on weekdays during the day from week 32 to week 43 and delivered via face-to-face.

Assessments

Assessment elementComments%
one 1-hour multiple choice test15
one 2-hour final examination60
one team research project2,000-words per student25

Sydney, 2014, ACN Semester 2, Day

Overview

Online enrolmentNo

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorAndrew Gilmore

Class requirements

Lecture Week: 28 - 39
One 3.0 hours lecture other recurrence on weekdays during the day from week 28 to week 39 and delivered via face-to-face.

Assessments

Assessment elementComments%
one 1-hour multiple choice test15
one 2-hour final examination60
one team research project2,000-words per student25

Vietnam, 2014, Semester 1, Day

Overview

Online enrolmentYes

Maximum enrolment sizeN/A

Enrolment information

Subject Instance Co-ordinatorAndrew Gilmore

Class requirements

Lecture Week: 10 - 22
One 2.0 hours lecture other recurrence on weekdays during the day from week 10 to week 22 and delivered via face-to-face.

Assessments

Assessment elementComments%
one 1-hour multiple choice test15
one 2-hour final examination60
one team research project2,000-words per student25