Course Title: Service Quality

Part A: Course Overview

Course Title: Service Quality

Credit Points: 12


Course Code

Campus

Career

School

Learning Mode

Teaching Period(s)

MKTG1053

City Campus

Undergraduate

625H Economics, Finance and Marketing

Face-to-Face

Sem 1 2006,
Sem 2 2006,
Sem 1 2007,
Sem 2 2007,
Sem 1 2008,
Sem 2 2008,
Sem 1 2009,
Sem 2 2009,
Sem 1 2010,
Sem 2 2010,
Sem 1 2011,
Sem 2 2011,
Sem 1 2012,
Sem 2 2012,
Sem 1 2013,
Sem 2 2013,
Sem 1 2014,
Sem 2 2014,
Sem 1 2015,
Sem 2 2015,
Sem 1 2016,
Sem 2 2016,
Sem 1 2017

MKTG1196

Hong Kong Management Associatn

Undergraduate

625H Economics, Finance and Marketing

Face-to-Face

Offsh 1 09,
Offsh 3 11

MKTG1255

RMIT University Vietnam

Undergraduate

625H Economics, Finance and Marketing

Face-to-Face

Viet3 2009,
Viet1 2010,
Viet2 2010,
Viet3 2010,
Viet1 2011,
Viet2 2011,
Viet3 2011,
Viet1 2012,
Viet2 2012,
Viet1 2013,
Viet2 2013,
Viet3 2013,
Viet1 2014,
Viet2 2014,
Viet3 2014,
Viet1 2015,
Viet2 2015,
Viet3 2015,
Viet1 2016,
Viet2 2016,
Viet3 2016,
Viet1 2017

MKTG1268

Singapore Inst of Management

Undergraduate

625H Economics, Finance and Marketing

Face-to-Face

Offsh 1 09,
Offsh 3 09,
Offsh 1 10,
Offsh 3 10,
Offsh 1 11,
Offsh 3 11,
Offsh1 12,
Offsh3 12,
Offsh1 13,
Offsh3 13,
Offsh1 14,
Offsh3 14,
Offsh1 15,
Offsh3 15,
Offsh1 16,
Offsh3 16,
Offsh1 17

Course Coordinator: Emily Chung

Course Coordinator Phone: +61 3 9925 1503

Course Coordinator Email: emily.chung@rmit.edu.au


Pre-requisite Courses and Assumed Knowledge and Capabilities

Required Prior Study
008953 - Marketing Principles


Course Description

This course will provide you with useful tools and develop yours skills for services marketing and management decision-making. It recognises that many graduates will work in the services sector and that an understanding of both marketing and management issues in this area is essential. The services considered encompass professional services, services to consumers and business customers as well as services that are linked to tangible products.


Objectives/Learning Outcomes/Capability Development

.


On the successful completion of this course you will be able to:

  1. Apply key concepts of service marketing and practices in managing service businesses.
  2. Differentiate between marketing of services versus tangible goods to provide solutions addressing the challenges associated with the marketing of services.
  3. Develop effective and innovative marketing plans and strategies in relation to the ‘expanded marketing mix for services.
  4. Examine consumer behaviours within a diverse range of service contexts to inform marketing decisions.
  5. Evaluate the service quality of an organisation and recommend solutions for quality improvement.
  6. Interact and collaborate with others effectively in a variety of professional settings.


Overview of Learning Activities

In this course you will be encouraged to be an active learner. Your learning will be supported through various in-class and online activities comprising individual and group work. These may include quizzes; assignments; prescribed readings; sourcing, researching and analysing specific information; solving problems; conducting presentations; producing written work and collaborating with peers on set tasks or projects.


Overview of Learning Resources

There is a prescribed textbook for this course. Various learning resources are available online through MyRMIT Studies\Blackboard. These may include topic notes and slides, a study schedule, assessment details, links to relevant internet information, readings and communication tools to facilitate collaboration with your peers and sharing of information.

Resources are also available online through RMIT Library databases and other facilities. If you require assistance with the RMIT library facilities contact the Business Liaison Librarian for your school. Contact details for Business Liaison Librarians are located online on the RMIT Library website.

Additional resources and/or sources to assist your learning will be identified by your course coordinator and will be made available to you as required during the teaching period.


Overview of Assessment

The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows:

Assessment Task 1: 10%
Linked CLOs: 1, 2, 4

Assessment Task 2: 40%
Linked CLOs: 1, 2, 3, 4, 5, 6

Examination: 50%
Linked CLOs: 1, 2, 3, 4, 5

Feedback will be provided throughout the semester in class and/or in online forums through individual and group feedback on practical exercises and by individual consultation.