MKX5660

Relationship marketing and service quality management

(BUS)

Mr David Ballantyne

6 points + One-week module + Caulfield + Second semester + Summer semester + Peninsula + Prerequisite: MKX9160 or equivalent

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

Assessment: Case study (4000 words): 40% + Literature review (4000 words): 40% + Syndicate project (including class presentation): 20%