Service Management

Course aim

To enable an understanding of the principles of service management and the attainment of the managerial skills required in order to effectively manage and increase the competitiveness of service businesses.

Course content

Understanding the characteristics of services and their implications in service (operations) management; service and process design; facility location and servicescape design and management; customer management and customer engagement in services; service quality; human resource management in services; management of service failures;  service innovation and new service development; revenue/yield management.  

Textbook(s)

Fitzsimmons, J. 2018, Service Management: Operations, Strategy, Information Technology, McGraw-Hill Higher Education

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST (INTENSIVE)
Seminar	30 hours equiv x N/A
INTERNAL, CITY WEST
Preparatory	1 x 1 week
Seminar	3 hours x 10 weeks
INTERNAL, CITY EAST
Preparatory	1 x 1 week
Seminar	3 hours x 10 weeks
EXTERNAL, CITY WEST, ONLINE
External	30 hours x N/A

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

Assessment

Essay, Presentation, Report

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:
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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.