MKX9660

Relationship marketing and service quality management

(BUS)

Mr David Ballantyne

6 points + 3-hour class per week + Caulfield + Second semester + One-week module + Summer semester + Peninsula

Synopsis: The relationship marketing model; /internal marketing0 and collaborative work practices; processes for closing the /service quality gap0 including problem solving and opportunity seeking on an on-going basis.

Assessment: Case study (4000 words): 40% + Special project (4000 words): 40% + Syndicate contribution: 20%