Service marketing
BMA791
SERVICES MARKETING
Semester 1, 2013
THIS UNIT IS OFFERED IN:
Hobart
Teaching Team:
Dr Rob Hecker
Marcus Bai Xuesong
CRICOS Provider Code: 00586B
Contact Details
Unit Coordinator & lecturer:
Dr Rob Hecker
Campus:
Hobart
Room Number:
307
Email:
Rob.Hecker@utas.edu.au
Phone:
+61 3 6226 1774
Fax:
+61 3 6226 2170
Consultation Time:
By appointment
2
Contents
Contact Details ……………………………………………………………………………………………………………………… Page 2
Unit Description ……………………………………………………………………………………………………………………. Page 4
Intended Learning Outcomes and Generic Graduate Attributes.…………………………………………… Page 6
Learning Expectations and Teaching Strategies Approach …………………….………………………………. Page 7
Learning Resources ……………………………………………………………………………………………………………….. Page 7
Details of Teaching Arrangements ………………………………………………………………………………………… Page 10
Assessment …………………………………………………………………………………………………………………………… Page 11
Submission of Coursework ……………………………………………………………………………………………………. Page 14
Academic Misconduct and Plagiarism ………………………………………………………………………………….. Page 15
Tutorial Program ………………………………………………………………………………………………………………….. Page 17
Study Schedule …………………………………………………………………………………………………………………… Page 20
3
Unit Description
More than 70 per cent of the Australian labour force is employed in the service sector. On the balance of probabilities, most graduates will work for a service firm at some stage during their careers. As a student you are in one of the largest service industry sectors, namely education. Similar trends in employment have been noted in most developed economies. Despite this trend to servicebased employment, it is all too common that we hear of poor standards of service.
Until relatively recently the marketing literature offered very little concrete guidance to services marketers. Over the past decade or so a growing awareness of the service sector’s economic contribution has prompted research into new ways
SERVICES MARKETING
Semester 1, 2013
THIS UNIT IS OFFERED IN:
Hobart
Teaching Team:
Dr Rob Hecker
Marcus Bai Xuesong
CRICOS Provider Code: 00586B
Contact Details
Unit Coordinator & lecturer:
Dr Rob Hecker
Campus:
Hobart
Room Number:
307
Email:
Rob.Hecker@utas.edu.au
Phone:
+61 3 6226 1774
Fax:
+61 3 6226 2170
Consultation Time:
By appointment
2
Contents
Contact Details ……………………………………………………………………………………………………………………… Page 2
Unit Description ……………………………………………………………………………………………………………………. Page 4
Intended Learning Outcomes and Generic Graduate Attributes.…………………………………………… Page 6
Learning Expectations and Teaching Strategies Approach …………………….………………………………. Page 7
Learning Resources ……………………………………………………………………………………………………………….. Page 7
Details of Teaching Arrangements ………………………………………………………………………………………… Page 10
Assessment …………………………………………………………………………………………………………………………… Page 11
Submission of Coursework ……………………………………………………………………………………………………. Page 14
Academic Misconduct and Plagiarism ………………………………………………………………………………….. Page 15
Tutorial Program ………………………………………………………………………………………………………………….. Page 17
Study Schedule …………………………………………………………………………………………………………………… Page 20
3
Unit Description
More than 70 per cent of the Australian labour force is employed in the service sector. On the balance of probabilities, most graduates will work for a service firm at some stage during their careers. As a student you are in one of the largest service industry sectors, namely education. Similar trends in employment have been noted in most developed economies. Despite this trend to servicebased employment, it is all too common that we hear of poor standards of service.
Until relatively recently the marketing literature offered very little concrete guidance to services marketers. Over the past decade or so a growing awareness of the service sector’s economic contribution has prompted research into new ways