Marketing and Management of Services

Module Aims

To develop an in-depth knowledge and understanding of the marketing management of services. To allow students to appreciate the unique problems involved in the management of services, and assist them to master strategies, policies and techniques designed to increase the performance of contemporary service organisations.

Teaching and Learning

By the end of the unit the students should be able to demonstrate:

  1. An understanding of the unique challenges involved in managing services
  2. Ability to distinguish between management in service versus manufacturing organisations
  3. An understanding of the key issues required in managing service quality
  4. An appreciation of the role of employees in service delivery, customer satisfaction and service recovery
  5. An understanding of sources of competitive advantage in service organisations.

Assessment

This module will be assessd by 100% coursework.

Please note: This information is subject to review and change without notice.