|Semester 2 Credit Value:||10|
The conventional 4Ps of the marketing mix are extended to 7Ps of the services marketing mix. Students will gain an appreciation and understanding of the practical application of the service mix in relation to a variety of service markets, both in the UK and globally.
To develop an understanding of the nature of services and practical issues relating to them.
To begin to think independently and critically when considering reading material.
To understand the theoretical importance of service marketing.
The module will incorporate use of lectures to deliver key aspects of theory which will make use of core texts, journal articles and other relevant materials. Seminars will provide students with an opportunity to learn by interacting with academic teaching staff, industry guests and student peers alike.
–Service Strategy: Managing the Service Experience
–Ethical Issues in Service Marketing
–Managing Service Employees and Customer Relationship Management
–Assessing and Improving Service Delivery
–Service Quality and Consumer Satisfaction
–Service Failure and Recovery Strategies
|Guided Independent Study||Assessment preparation and completion||1||32:00||32:00||N/A|
|Scheduled Learning And Teaching Activities||Lecture||16||1:00||16:00||N/A|
|Guided Independent Study||Directed research and reading||1||25:00||25:00||N/A|
|Scheduled Learning And Teaching Activities||Small group teaching||2||1:00||2:00||N/A|
|Guided Independent Study||Independent study||1||25:00||25:00||N/A|
During lectures, students will gain the basic theory and develop the knowledge required to appreciate and understand the main elements of Services Marketing.
Case studies will also provide additional support and expand practical issues involved with implication and management of Services Marketing.
Seminars will enable students to develop their depth of understanding and appreciation of practical issues involved in Services Marketing. Teamwork and Oral Presentation will be used as a platform for students to demonstrate their critical thinking skills by analysing Service Marketing research based around specific topics covered during lectures. This will be facilitated by being introduced to and having practiced other key skills:- planning and organising, initiative, problem solving and computer and information literacy. Students will also be provided with more detail on good presentation skills by providing examples of both good and bad techniques, which students will analyse.
The format of resits will be determined by the Board of Examiners
|Essay||2||M||100||Individual Report of 2,000 words|
Essay evaluates the individual student’s level of appreciation of the service sector to reflect upon the application of theory in practice.
Disclaimer: The University will use all reasonable endeavours to deliver modules in accordance with the descriptions set out in this catalogue. Every effort has been made to ensure the accuracy of the information, however, the University reserves the right to introduce changes to the information given including the addition, withdrawal or restructuring of modules if it considers such action to be necessary.