Services Marketing and Customer Management

MKT70020 12.5 Credit Points Hawthorn

Duration

  • One semester or equivalent

Contact hours

  • 36

2020 teaching periods

Hawthorn

Higher Ed. Semester 1 Higher Ed. Semester 1

Dates:
2 Mar 20 - 31 May 20

Results:
7 Jul 20

Last self enrolment:
15 Mar 20

Census:
31 Mar 20

Last withdraw without fail:
17 Apr 20

Dates:
2 Mar 20 - 31 May 20

Results:
7 Jul 20

Last self enrolment:
15 Mar 20

Census:
31 Mar 20

Last withdraw without fail:
17 Apr 20

More teaching periods
Higher Ed. Semester 2 Higher Ed. Semester 2

Dates:
3 Aug 20 - 1 Nov 20

Results:
8 Dec 20

Last self enrolment:
16 Aug 20

Census:
31 Aug 20

Last withdraw without fail:
18 Sep 20

Dates:
3 Aug 20 - 1 Nov 20

Results:
8 Dec 20

Last self enrolment:
16 Aug 20

Census:
31 Aug 20

Last withdraw without fail:
18 Sep 20


Aims and objectives

This unit combines an in-depth analysis of the marketing techniques that apply to service organisations and develops students' abilities to collect and synthesise marketing information about service firms, and to develop services marketing solutions based on insights into services marketing theories and best practice in the service sector.

Students who successfully complete this unit will be able to:

1. Apply coherent and advanced knowledge of developing and delivering quality services.

2. Apply problem-solving, design and decision making methodologies to integrate the strategies, tools and approaches for addressing the unique challenges associated with the marketing of services.

3. Critically analyse current research methods and challenges regarding services marketing and customer management.

4. Work effectively in a diverse team environment.

Courses with unit

This unit is part of the Marketing degrees in Swinburne’s Australian Graduate School of Entrepreneurship.