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.

Faculty: Faculty of Business, Economics and Law

Credit points: 15

Subject Co-ordinator: Andrew Gilmore

Available to Study Abroad Students: Yes

Subject year level: Year Level 2 - UG

Exchange Students: Yes

Subject particulars

Subject rules

Prerequisites: N/A

Co-requisites: N/A

Incompatible subjects: N/A

Equivalent subjects: N/A

Special conditions: N/A

Learning resources

Readings

Resource Type	Title	Resource Requirement	Author and Year	Publisher
Readings	Be: Services marketing: An Asia Pacific and Australian Perspective	Prescribed	Lovelock, C.H., Patterson, P.G. & Wirtz J., 2007	5TH EDN., PEARSON EDUCATION AUSTRALIA, 2011
Readings	Services marketing	Recommended	Hoffman, K., Bateson, J.E., Elliott, G., Birch, D.	CENGAGE LEARNING, 2010

Bendigo, 2014, Semester 2, Day

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Enrolment information:

Subject Instance Co-ordinator: Marthin Nanere

Class requirements

LectureWeek: 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.

TutorialWeek: 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 element	Comments	%
one 1-hour multiple choice test		15
one 2-hour final examination		60
one team research project	2,000-words per student	25

Melbourne, 2014, Semester 1, Day

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Enrolment information:

Subject Instance Co-ordinator: Andrew Gilmore

Class requirements

LectureWeek: 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.

TutorialWeek: 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 element	Comments	%
one 1-hour multiple choice test		15
one 2-hour final examination		60
one team research project	2,000-words per student	25

Shepparton, 2014, Semester 2, Day

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Enrolment information:

Subject Instance Co-ordinator: Philip Trebilcock

Class requirements

LectureWeek: 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.

TutorialWeek: 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 element	Comments	%
one 1-hour multiple choice test		15
one 2-hour final examination		60
one team research project	2,000-words per student	25

Sydney, 2014, ACN Semester 2, Day

Overview

Online enrolment: No

Maximum enrolment size: N/A

Enrolment information:

Subject Instance Co-ordinator: Andrew Gilmore

Class requirements

LectureWeek: 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 element	Comments	%
one 1-hour multiple choice test		15
one 2-hour final examination		60
one team research project	2,000-words per student	25

Vietnam, 2014, Semester 1, Day

Overview

Online enrolment: Yes

Maximum enrolment size: N/A

Enrolment information:

Subject Instance Co-ordinator: Andrew Gilmore

Class requirements

LectureWeek: 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 element	Comments	%
one 1-hour multiple choice test		15
one 2-hour final examination		60
one team research project	2,000-words per student	25