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NBS8341 : Strategic Service Management

  • Offered for Year: 2023/24
  • Module Leader(s): Dr Mohammad Humyun Fuad RAHMAN
  • Owning School: Newcastle University Business School
  • Teaching Location: Newcastle City Campus

Your programme is made up of credits, the total differs on programme to programme.

Semester 2 Credit Value: 10
ECTS Credits: 5.0
European Credit Transfer System


Services have begun to permeate every aspect of our lives. Managing the delivery of these services, however, is not as simple as it may seem. Most of our understanding of service management has evolved from and remains grounded in the manufacturing context, with services being considered ‘a special case’. This module intends to give the students an appreciation of the challenges posed by service processes and help them approach solutions to service problems. The module would cover a wide variety of traditional and contemporary service management issues, such as managing service operations, services marketing, procurement & outsourcing of services, people management, service innovation, and platform operations. This module would delve into a wide variety of services, such as business services, consumer services, public services, professional services (e.g., consultants, lawyers), mass services (e.g., retailing), service shops (e.g., restaurants, repair shops), and service factories (hotels, airlines, trucking), as well as physical and digital services.

Outline Of Syllabus

1. Service strategy
2. Service interactions and relationships
3. Managing service quality
4. Service failure and recovery
5. Managing service projects
6. Managing customers/clients as co-producers of service
7. People in service operations
8. Service innovation

Teaching Methods

Teaching Activities
Category Activity Number Length Student Hours Comment
Scheduled Learning And Teaching ActivitiesLecture82:0016:00PiP lectures
Guided Independent StudyAssessment preparation and completion130:0030:00N/A
Guided Independent StudyDirected research and reading133:0033:00N/A
Scheduled Learning And Teaching ActivitiesSmall group teaching21:002:00PiP seminars
Guided Independent StudyIndependent study119:0019:00N/A
Teaching Rationale And Relationship

The lectures would approach the issue of service management from diverse perspectives, tackling problem pertaining the service concept and the service package, service operations, service quality, marketing, customer experience, service specification, and people management. Insights would be drawn through examples of different sectors, such as professional services, retail, IT services, and public services. The seminars would focus on contemporary service management issues through a combination of case studies and discussion on current events. To simulate the interactive and relational nature of services, the students will work in groups to deliver a presentation and report assessing demonstrating their knowledge of service management concepts through application on a real-world service problem.

Assessment Methods

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

Other Assessment
Description Semester When Set Percentage Comment
Prof skill assessmnt2M100Individual report, 2,000 words
Formative Assessments

Formative Assessment is an assessment which develops your skills in being assessed, allows for you to receive feedback, and prepares you for being assessed. However, it does not count to your final mark.

Description Semester When Set Comment
Prof skill assessmnt2MAssessment Clinic
Assessment Rationale And Relationship

The group courseworks assesses the students' understanding of how services are designed, executed, delivered, managed, and evaluated. It would test them on their understanding service management concepts and their application to a real service problem. The groupwork is also simulate the interactive and evolving nature of service delivery. Finally, reflecting the research-led and research-based nature of the module, the students would be encouraed to collect primary and/or secondary data on a service operation/business and develop recommendations for improving it.

Reading Lists