Module BUSI43T15: Services Management (ONLINE)

Department: Management and Marketing

BUSI43T15: Services Management (ONLINE)

Tied To

• N1KY07: Entrepreneurship (Part-time) (see Postgraduate Handbook 2012-2013 for details)
• N1N107: Entrepreneurship (for students entering in April 2014 only) (see Postgraduate Handbook 2017-2018 for details)
• N2K307: Management (Part-Time) (for students entering between Oct 2010 - Oct 2012) (see Postgraduate Handbook 2018-2019 for details)
• N2K507: Management (for students entering between Oct 2013 - Oct 2014) (see Postgraduate Handbook 2018-2019 for details)
• N5K107: Marketing (Part-Time) (for students entering between Oct 2010 - Oct 2012) (see Postgraduate Handbook 2017-2018 for details)
• N5K407: Marketing (for students entering in April 2013 only) (see Postgraduate Handbook 2016-2017 for details)
• N6K107: Human Resource Management (Part-time) (see Postgraduate Handbook 2012-2013 for details)
• N6K207: Human Resource Management (for students entering from October 2013) (see Postgraduate Handbook 2016-2017 for details)

Pre-requisites

Corequisites

Excluded Combinations

Aims

• To enable students to develop a critical understanding of the sectors of business for whom service is the core product, such as banking, hospitality, education, telecommunications, and professional services
• To explore the challenges involved in delivering and managing services in a profitable and sustainable model
• To equip students with the management skills needed to implement quality service strategies capable of delivering competitive advantage

Content

• Understanding the service sector
• Marketing and operations in a service context
• Capacity and demand management
• Customer-centric services — characteristics and delivery
• Crafting the service environment
• Service quality and productivity
• Services marketing
• Service breakdown management and recovery strategies
• Managing and delivering service excellence

Learning Outcomes

• On completion of the module students should have an advanced knowledge and critical understanding of:
• The nature and structure of the service sector;
• Key theories of marketing and operations management, and how they apply in a service environment;
• Key determinants of service quality, together with international benchmark criteria;
• Current strategic issues, challenges and debates.

• On completion of the module students should:
• Have acquired skills in the mapping and analysis of services;
• Be able to apply a range of service quality evaluation models/tools;
• Be able to apply a range of forecasting models and techniques in a service context;
• Be able to apply selected performance measurement tools in a service context.

• Effective written communication skills
• Planning, organising and time management skills
• Problem solving and analytical skills
• The ability to use initiative
• Advanced skills in the interpretation of data
• Advanced computer literacy skills

Modes of Teaching, Learning and Assessment and how these contribute to the learning outcomes of the module

• The module is delivered via online learning across a six month period, divided up into study weeks with specially produced resources within each week. Resources vary according to the learning outcomes but normally include: video content, directed reading, reflection through activities, opportunities for self-assessment and peer-to-peer learning within a tutor-facilitated discussion board. Tutors provide feedback on formative work and facilitate discussion board communication as well as being available for individual consultation as necessary (usually by email).
• The summative assessment of the module is designed to test the acquisition and articulation of knowledge and critical understanding, and skills of application and interpretation within the business context.

Teaching Methods and Learning Hours

Summative Assessment

Formative Assessment

A written assignment of 1,500 words, or its multimedia equivalent, which may involve some group work.