Marketing for Services

Course aim

This course aims to prepare students to work in services marketing by understanding the key differences between services and product-based marketing.

Course content

Marketing in the service economy; Customer Behaviour and service encounters; Customer satisfaction and service quality; Managing people for service advantage; Target marketing and positioning; Developing a service product strategy; Service delivery and servicescape strategies; Understanding costs and developing pricing strategy; Balancing productive capacity and demand; Communicating and promoting services; Managing the customer service function; Managing customer relationships; Handling customer complaints and managing service recovery; International Services Marketing.

Textbook(s)

Lovelock, C H, Patterson, P G & Wirtz, J 2011, Services marketing: an Asia-Pacific and Australian perspective, 5th, Pearson, Australia

Prerequisite(s)

Common to all relevant programs
Subject Area & Catalogue Number	Course Name
MARK 1010	Marketing Principles: Trading and Exchange

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Lecture	1 hour x 13 weeks
Tutorial	2 hours x 12 weeks
INTERNAL, WHYALLA
Lecture	1 hour x 13 weeks
Tutorial	2 hours x 12 weeks
INTERNAL, MT GAMBIER
Lecture	1 hour x 13 weeks
Tutorial	2 hours x 12 weeks
EXTERNAL, CITY WEST, DISTANCE EDUCATION
External (Online Recorded Lectures)	1 hour x 13 weeks
External (Online Staff Consultation)	As required x 12 weeks

Note: These components may or may not be scheduled in every study period. Please refer to the timetable for further details.

Assessment

Examination, Fortnightly Tutorial Quizzes x5, Report, Research assignment

Fees

EFTSL*: 0.125
Commonwealth Supported program (Band 3)
To determine the fee for this course as part of a Commonwealth Supported program, go to:
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Fee-paying program for domestic and international students
International students and students undertaking this course as part of a postgraduate fee paying program must refer to the relevant program home page to determine the cost for undertaking this course.

Non-award enrolment
Non-award tuition fees are set by the university. To determine the cost of this course, go to:
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Not all courses are available on all of the above bases, and students must check to ensure that they are permitted to enrol in a particular course.

* Equivalent Full Time Study Load. Please note: all EFTSL values are published and calculated at ten decimal places. Values are displayed to three decimal places for ease of interpretation.