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: a co-creation and an experience management approach
• Process Technology and Information & Communication Technologies in service management
• Facility location and servicescape design and management
• Customer Management and Customer Engagement in Services
• Service Quality: concept and management practices (Total Quality Management)
• Human Resource Management in services: Job Design, Scheduling, emotional labour and staff empowerment
• Management of service failures: service recovery management
• Service innovation and New Service Development
• Revenue/Yield management: capacity management and demand management forecasting in services

Textbook(s)

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

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

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

Assessment

Essay, Group presentation

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:
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.