MKT2045 : Services Marketing (Semester 2) for Erasmus / Study Abroad Students

  • Module Leader(s): Prof. Markus Blut
  • Owning School: Newcastle University Business School
Semesters
Semester 2 Credit Value: 10
ECTS Credits: 5.0

Aims

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.

Outline Of Syllabus

SEMESTER 2

PART I
-       Managing the Customer Interface
-       Designing and Managing Service Processes
-       Balancing Demand and Productive Capacity
-       Crafting the Service Environment
-       Managing People for Service Advantage

PART II
-       Implementing Profitable Service Strategies
-       Managing Relationships and Building Loyalty
-       Complaint Handling and Service Recovery
-       Improving Service Quality and Productivity
-       Striving for Service Leadership

Teaching Methods

Teaching Activities
Category Activity Number Length Student Hours Comment
Scheduled Learning And Teaching ActivitiesLecture61:006:00N/A
Scheduled Learning And Teaching ActivitiesLecture62:0012:00N/A
Guided Independent StudyAssessment preparation and completion132:0032:00N/A
Guided Independent StudyDirected research and reading125:0025:00N/A
Guided Independent StudyIndependent study125:0025:00N/A
Total100:00
Jointly Taught With
Code Title
MKT2008Services Marketing
Teaching Rationale And Relationship

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.

Assessment Methods

The format of resits will be determined by the Board of Examiners

Exams
Description Length Semester When Set Percentage Comment
Written Examination902A100N/A
Exam Pairings
Module Code Module Title Semester Comment
MKT2008Services Marketing2N/A
Assessment Rationale And Relationship

The examination assesses students' knowledge and understanding of a wide range o fservices, marketing concepts and theories.

Reading Lists

Timetable

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.