MGW2332

Managing services

(BUS)

Ms Alison Dean

6 points + Off-campus, approximately 12 hours per week, second semester + Prerequisite: MGW1010 or equivalent

Synopsis: The essential features and principles of service management. Emphasises the role of consumers, service relationships and quality. Insights are provided into the fundamentals of service management including service design and positioning, value and pricing. The management of employees and internal processes, and organisational interfaces between marketing operations and human resources are discussed.

Assessment: Assignments: 50% + Examination (3 hours): 50%