Benchmarking and Customer Satisfaction in Sport and Recreation

Course aim

This course provides the conceptual framework, skills and knowledge content, context and strategies through which benchmarking is examined, applied, integrated and reflected on at the operational level for recreation and sports management.

Course content

Management theory applied to sports and recreation, including key concepts of: total quality management; operational responsibilities; organisational change; customer/visitor service quality; customer satisfaction; identifying opportunities; value adding, best practice, benchmarking, performance indicators.

Textbook(s)

Zeithaml, VA, Bitner, MJ & Gremler, DD 2009, Services Marketing: Integrating Customer Focus Across the Firm, 5th, McGraw-Hill, New York

Prerequisite(s)

Subject Area & Catalogue Number	Course Name
Group 1
SPRC 1004	Leisure Concepts
BUSS 2046	Organisational Behaviour

Obtain permission from the Course Coordinator OR Successful completion of at least 72 units including the courses displayed above.

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Seminar	3 hours x 13 weeks
INTERNAL, CITY WEST (INTENSIVE)
Seminar	6 hours x 5 days
EXTERNAL, CITY WEST, ONLINE
External	3 hours x 13 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, Group presentation, Major essay, Peer Review

Fees

EFTSL*: 0.125
Commonwealth Supported program (Band 4A)
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.