BUSI43Z15: Services Management (TAUGHT)

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• None.

• Services Management (ONLINE)

• To enable students to develop a critical understanding of the sectors of business for whom service is the core product, such as banking, hospitality, education, telecommunications, and professional services
• To explore the challenges involved in delivering and managing services in a profitable and sustainable model
• To equip students with the management skills needed to implement quality service strategies capable of delivering competitive advantage

• Understanding the service sector
• Marketing and operations in a service context
• Capacity and demand management
• Customer-centric services characteristics and delivery
• Crafting the service environment
• Service quality and productivity
• Services marketing
• Service breakdown management and recovery strategies
• Managing and delivering service excellence

Subject-specific Knowledge:

• On completion of the module students should have an advanced knowledge and critical understanding of:
• The nature and structure of the service sector;
• Key theories of marketing and operations management, and how they apply in a service environment;
• Key determinants of service quality, together with international benchmark criteria;
• Current strategic issues, challenges and debates.

Subject-specific Skills:

• On completion of the module students should:
• Have acquired skills in the mapping and analysis of services;
• Be able to apply a range of service quality evaluation models/tools;
• Be able to apply a range of forecasting models and techniques in a service context;
• Be able to apply selected performance measurement tools in a service context.

Key Skills:

• Effective written communication skills
• Planning, organising and time management skills
• Problem solving and analytical skills
• The ability to use initiative
• Advanced skills in the interpretation of data
• Advanced computer literacy skills

• Learning outcomes will be met through a combination of taught input, groupwork, case studies and discussion, supported by guided reading and specially-written self-study material.
• The summative assessment of the module is designed to test the acquisition and articulation of knowledge and critical understanding, and skills of application and interpretation within the business context.

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