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Research School of Management · ANU College of Business and Economics
The need for specialised skills in Services Marketing has grown in recognition of the important role of services in advanced economies. This course addresses the essential nature of services and the role of service quality. Employees' role in service delivery and the emotional load for service workers form an important focus of the course. Service sector firms face increased competition and more demanding customers. Marketers need to develop a distinct set of competencies to design, manage and evaluate the processes and performances that comprise the service offering.
Typical assessments may include, but are not restricted to: in-class exercises, written and oral assignments, quizzes, examinations, group project tasks, oral presentations, and other assessments deemed appropriate to show the attainment of the learning outcomes set for the course. Further details will be made available via the Class Summary.
Learning outcomes 1, 2, 3, 4, 5
Team assessment task. Further details, including % value, will be made available via the Class Summary
Learning outcomes 1, 2, 3, 4, 5
Oral assessment task. Further details, including % value, will be made available via the Class Summary
Learning outcomes 1, 2, 3, 4, 5
Students taking this course are expected to commit 130 hours to completing the work. For semester length offerings this will typically include 3 hours per week in class and at least 7 hours a week on average (excluding non-teaching weeks) on course reading, research, writing and assessment work. Other Information Students with an active Education Access Plan (EAP) are encouraged to discuss support with the Course Convenor (if necessary).
Information about the prescribed textbook (if any) will be made available via the Class Summary. Preliminary Reading Information about indicative readings (if any) will be made available via the Class Summary.