MGW2332

Managing services ( 6 points, SCA Band 2, 0.125 EFTSL)

Leader: Dr Andrew O'Loughlin

Offered:
Gippsland Second semester 2006 (OCL)
Hong Kong Second semester 2006 (OCL)
Singapore Second semester 2006 (OCL)

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: On-campus and off-campus: Individual assignment (2000 words): 20% + Individual assignment (3000 words): 30% + Examination (3 hours): 50%

Contact Hours: Off-campus, approximately 12 hours per week, second semester

Prerequisites: MGW1010

Prohibitions: MGC3230