Quality Service Management LCB

Course aim

To develop in students an appreciation of quality and service excellence as a fundamental strategic orientation that delivers customer value and ensures superior performance and sustainable competitive advantage.

Course content

Concepts in hospitality services management; designing and delivering quality hospitality services; assessing and evaluating service quality: measures, processes and improvement; failure and recovery.

Textbook(s)

Hoffman, KD, Bateson, EG, Elliott, G & Birch, D 2010, Services marketing - concepts, strategies & cases, Asia Pacific edition, Cengage Learning, Melbourne

Prerequisite(s)

Stages 1 - 4 of the LCB program Introduction to Hospitality Management

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Lecture	2 hours x 10 weeks
Tutorial	2.5 hours x 10 weeks

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

Assessment

Case study, Examination, Tutorial work

Fees

EFTSL*: 0.125
Commonwealth Supported program (Band 4C)
To determine the fee for this course as part of a Commonwealth Supported program, go to:
How to determine your Commonwealth Supported course fee. (Opens new window)

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:
How to determine the relevant non award tuition fee. (Opens new window)

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.