AMB340 Marketing Service Experiences
To view more information for this unit, select Unit Outline from the list below. Please note the teaching period for which the Unit Outline is relevant.
| Unit code: | AMB340 |
|---|---|
| Prerequisite(s): | (AMB240 or AMB140) and AMB201 |
| Equivalent(s): | AMX340, CTB340 |
| Credit points: | 12 |
| Timetable | Details in HiQ, if available |
| Availabilities |
|
| CSP student contribution | $2,040 |
| Pre-2021 CSP student contribution | $1,597 The pre-2021 commonwealth supported place (CSP) contribution amount only applies to students enrolled in a course prior to 2021. To learn more, visit our Understanding your fees page. |
| Domestic tuition unit fee | $3,024 |
| International unit fee | $4,176 |
Unit Outline: Semester 1 2024, Gardens Point, Internal
| Unit code: | AMB340 |
|---|---|
| Credit points: | 12 |
| Pre-requisite: | (AMB240 or AMB140) and AMB201 |
| Equivalent: | AMX340 |
| Coordinators: | Thusi Lavan | thusyanthy.lavan@qut.edu.au |
Overview
This unit uses the core characteristics of service experiences as a framework to explore strategies for the marketing of services domestically and internationally. Services marketing is an important growth area and students need to understand how services marketing principles apply to the real world. This will be achieved by examining the application of marketing concepts, models and tools in services using case studies and practical experiences. Service quality management and the pervading influence of technology are critical topics that differentiate this unit within the marketing program.
Learning Outcomes
On successful completion of this unit you will be able to:
- Identify the distinguishing characteristics of services and apply this knowledge to extended marketing mix decisions.
- Demonstrate knowledge of consumer decision-making processes in needs and demands for services and outline implications for marketing strategy.Relates to: UG Business Capabilities: KS (1.1)
- Analyse and evaluate services marketing strategies critically.
- Explain the influence of customer service on service satisfaction and methods of interpreting consumer perceptions of service quality.
Content
Students will gain an understanding of the distinctive approach required for planning and implementing services marketing strategy in services organisations. Topics include key areas such as understanding services, customer behaviour in service settings, managing customer relationships, strategic issues in services marketing, and challenges for senior management.
QUT Business Capabilities (Undergraduate)
The content and assessment in this unit are aligned to a selection of the following set of QUT Business Capabilities, also known as Assurance of Learning Goals (AoLs). Developing these capabilities will assist you to meet the desired graduate outcomes set at QUT and equip you with the knowledge and skills to succeed in your chosen career.
Knowledge and Technological Skills (KS)
1.1 Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines
1.2 Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Higher Order Thinking (HO)
2.1 Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice
2.2 Exercise independent judgment and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Professional Communication (PC)
3.1 Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts
3.2 Use information literacy skills, and communicate effectively and professionally in oral forms, appropriate for diverse purposes and contexts.
Teamwork and Self (TS)
4.1 Exercise self-reflection, responsibility and accountability in relation to own learning and professional practice.
4.2 Apply teamwork knowledge and skills for effective collaboration across diverse purposes and contexts
Social, Ethical and Global Understanding (SE)
5.1 Demonstrate and apply knowledge of ethical and legal principles and practices in analysing and responding to business issues
5.2 Demonstrate and apply knowledge of socially responsible behaviour in analysing and addressing business issues in national and international business contexts.
Learning Approaches
Topics are discussed and debated in tutorials by way of group activities based on contemporary services marketing theory and issues. Assessments are designed to test understanding of core theoretical principles and the student's ability to apply those principles in real world settings. A major element of assessment involves students in a critical appraisal of the marketing activities of service firms and how these affect them as customers.
Feedback on Learning and Assessment
Students will receive feedback in various forms throughout the semester which may include:
- Informal: worked examples, such as verbal feedback in class, personal consultation
- Formal: in writing, such as checklists (e.g. criteria sheets), written commentary
- Direct: to individual students, either in written form or in consultation
- Indirect: to the whole class
Assessment
Overview
Students may be required to attend campus or an assessment centre for the purposes of assessment, regardless of the attendance mode for the unit.
Unit Grading Scheme
7- point scale
Assessment Tasks
Assessment: Mid-semester Exam
Students will complete a series of questions in a take-home exam that tests their knowledge and application of services marketing concepts, frameworks and theories covered in classes from Week 1 to 6 inclusive. The focus of this exam is the student's ability to understand and apply critical service concepts.
Formative or Summative: Formative and summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2)
Assessment: Service Audit
Students will audit the services marketing mix of the organisation, identify strategic opportunities to improve organisational efficiency and effectiveness, and recommend three short-term actions for the organisation to implement. This report is designed to help students better understand how services marketing theories and real-world strategic implementation work together. Instructions will be provided on Canvas and in class.
Formative or Summative: Summative
Business Capabilities (AoL goals): KS (1.2), HO (2.1, 2.2), PC (3.1)
This assignment is eligible for the 48-hour late submission period and assignment extensions.
Academic Integrity
Students are expected to engage in learning and assessment at QUT with honesty, transparency and fairness. Maintaining academic integrity means upholding these principles and demonstrating valuable professional capabilities based on ethical foundations.
Failure to maintain academic integrity can take many forms. It includes cheating in examinations, plagiarism, self-plagiarism, collusion, and submitting an assessment item completed by another person (e.g. contract cheating). It can also include providing your assessment to another entity, such as to a person or website.
You are encouraged to make use of QUT’s learning support services, resources and tools to assure the academic integrity of your assessment. This includes the use of text matching software that may be available to assist with self-assessing your academic integrity as part of the assessment submission process.
Further details of QUT’s approach to academic integrity are outlined in the Academic integrity policy and the Student Code of Conduct. Breaching QUT’s Academic integrity policy is regarded as student misconduct and can lead to the imposition of penalties ranging from a grade reduction to exclusion from QUT.
Resources
Resource Materials
Prescribed text(s)
Wirtz, J. (2023). Essentials of Services Marketing (4th Edition). Pearson, Australia.
Risk Assessment Statement
There are no out-of-the-ordinary risks associated with lectures or tutorials in this unit. You should, however, familiarise yourself with evacuation procedures operating in the buildings in which you attend classes and take the time to
Standards/Competencies
This unit is designed to support your development of the following standards\competencies.
QUT Business Capabilities (Undergraduate)
HO (2.1): Critical Analysis
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit
HO (2.2): Independent Judgement and Decision-Making
Relates to: ULO4, Mid-semester Exam, Service Audit
KS (1.1): Discipline Knowledge
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam
KS (1.2): Technical and Technological Skills
Relates to: ULO1, Mid-semester Exam, Service Audit
PC (3.1): Professional Communication (Written)
Relates to: ULO4, Service Audit
Course Learning Outcomes
This unit is designed to support your development of the following course/study area learning outcomes.BS05 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: ULO4, Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: ULO4, Service Audit
BS06 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
BS08 Bachelor of Business - International
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
Unit Outline: Semester 1 2024, Online
| Unit code: | AMB340 |
|---|---|
| Credit points: | 12 |
| Pre-requisite: | (AMB240 or AMB140) and AMB201 |
| Equivalent: | AMX340 |
Overview
This unit uses the core characteristics of service experiences as a framework to explore strategies for the marketing of services domestically and internationally. Services marketing is an important growth area and students need to understand how services marketing principles apply to the real world. This will be achieved by examining the application of marketing concepts, models and tools in services using case studies and practical experiences. Service quality management and the pervading influence of technology are critical topics that differentiate this unit within the marketing program.
Learning Outcomes
On successful completion of this unit you will be able to:
- Identify the distinguishing characteristics of services and apply this knowledge to extended marketing mix decisions.
- Demonstrate knowledge of consumer decision-making processes in needs and demands for services and outline implications for marketing strategy.Relates to: UG Business Capabilities: KS (1.1)
- Analyse and evaluate services marketing strategies critically.
- Explain the influence of customer service on service satisfaction and methods of interpreting consumer perceptions of service quality.
Content
Students will gain an understanding of the distinctive approach required for planning and implementing services marketing strategy in services organisations. Topics include key areas such as understanding services, customer behaviour in service settings, managing customer relationships, strategic issues in services marketing, and challenges for senior management.
QUT Business Capabilities (Undergraduate)
The content and assessment in this unit are aligned to a selection of the following set of QUT Business Capabilities, also known as Assurance of Learning Goals (AoLs). Developing these capabilities will assist you to meet the desired graduate outcomes set at QUT and equip you with the knowledge and skills to succeed in your chosen career.
Knowledge and Technological Skills (KS)
1.1 Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines
1.2 Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Higher Order Thinking (HO)
2.1 Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice
2.2 Exercise independent judgment and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Professional Communication (PC)
3.1 Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts
3.2 Use information literacy skills, and communicate effectively and professionally in oral forms, appropriate for diverse purposes and contexts.
Teamwork and Self (TS)
4.1 Exercise self-reflection, responsibility and accountability in relation to own learning and professional practice.
4.2 Apply teamwork knowledge and skills for effective collaboration across diverse purposes and contexts
Social, Ethical and Global Understanding (SE)
5.1 Demonstrate and apply knowledge of ethical and legal principles and practices in analysing and responding to business issues
5.2 Demonstrate and apply knowledge of socially responsible behaviour in analysing and addressing business issues in national and international business contexts.
Learning Approaches
Topics are discussed and debated in tutorials by way of group activities based on contemporary services marketing theory and issues. Assessments are designed to test understanding of core theoretical principles and the student's ability to apply those principles in real world settings. A major element of assessment involves students in a critical appraisal of the marketing activities of service firms and how these affect them as customers.
Feedback on Learning and Assessment
Students will receive feedback in various forms throughout the semester which may include:
- Informal: worked examples, such as verbal feedback in class, personal consultation
- Formal: in writing, such as checklists (e.g. criteria sheets), written commentary
- Direct: to individual students, either in written form or in consultation
- Indirect: to the whole class
Assessment
Overview
Students may be required to attend campus or an assessment centre for the purposes of assessment, regardless of the attendance mode for the unit.
Unit Grading Scheme
7- point scale
Assessment Tasks
Assessment: Mid-semester Exam
Students will complete a series of questions in a take-home exam that tests their knowledge and application of services marketing concepts, frameworks and theories covered in classes from Week 1 to 6 inclusive. The focus of this exam is the student's ability to understand and apply critical service concepts.
Formative or Summative: Formative and summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2)
Assessment: Service Audit
Students will audit the services marketing mix of the organisation, identify strategic opportunities to improve organisational efficiency and effectiveness, and recommend three short-term actions for the organisation to implement. This report is designed to help students better understand how services marketing theories and real-world strategic implementation work together. Instructions will be provided on Canvas and in class.
Formative or Summative: Summative
Business Capabilities (AoL goals): KS (1.2), HO (2.1, 2.2), PC (3.1)
This assignment is eligible for the 48-hour late submission period and assignment extensions.
Academic Integrity
Students are expected to engage in learning and assessment at QUT with honesty, transparency and fairness. Maintaining academic integrity means upholding these principles and demonstrating valuable professional capabilities based on ethical foundations.
Failure to maintain academic integrity can take many forms. It includes cheating in examinations, plagiarism, self-plagiarism, collusion, and submitting an assessment item completed by another person (e.g. contract cheating). It can also include providing your assessment to another entity, such as to a person or website.
You are encouraged to make use of QUT’s learning support services, resources and tools to assure the academic integrity of your assessment. This includes the use of text matching software that may be available to assist with self-assessing your academic integrity as part of the assessment submission process.
Further details of QUT’s approach to academic integrity are outlined in the Academic integrity policy and the Student Code of Conduct. Breaching QUT’s Academic integrity policy is regarded as student misconduct and can lead to the imposition of penalties ranging from a grade reduction to exclusion from QUT.
Resources
Resource Materials
Prescribed text(s)
Wirtz, J. (2023). Essentials of Services Marketing (4th Edition). Pearson, Australia.
Risk Assessment Statement
There are no out-of-the-ordinary risks associated with lectures or tutorials in this unit. You should, however, familiarise yourself with evacuation procedures operating in the buildings in which you attend classes and take the time to
Standards/Competencies
This unit is designed to support your development of the following standards\competencies.
QUT Business Capabilities (Undergraduate)
HO (2.1): Critical Analysis
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit
HO (2.2): Independent Judgement and Decision-Making
Relates to: ULO4, Mid-semester Exam, Service Audit
KS (1.1): Discipline Knowledge
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam
KS (1.2): Technical and Technological Skills
Relates to: ULO1, Mid-semester Exam, Service Audit
PC (3.1): Professional Communication (Written)
Relates to: ULO4, Service Audit
Course Learning Outcomes
This unit is designed to support your development of the following course/study area learning outcomes.BS05 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: ULO4, Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: ULO4, Service Audit
BS06 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
BS08 Bachelor of Business - International
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
Unit Outline: Semester 2 2024, Gardens Point, Internal
| Unit code: | AMB340 |
|---|---|
| Credit points: | 12 |
| Pre-requisite: | (AMB240 or AMB140) and AMB201 |
| Equivalent: | AMX340 |
| Coordinators: | Dominique Greer | dominique.greer@qut.edu.au |
Overview
This unit uses the core characteristics of service experiences as a framework to explore strategies for the marketing of services domestically and internationally. Services marketing is an important growth area and students need to understand how services marketing principles apply to the real world. This will be achieved by examining the application of marketing concepts, models and tools in services using case studies and practical experiences. Service quality management and the pervading influence of technology are critical topics that differentiate this unit within the marketing program.
Learning Outcomes
On successful completion of this unit you will be able to:
- Identify the distinguishing characteristics of services and apply this knowledge to extended marketing mix decisions. [KS 1.1, 1.2]
- Demonstrate knowledge of consumer decision-making processes in needs and demands for services and outline implications for marketing strategy. [KS 1.1]Relates to: UG Business Capabilities: KS (1.1)
- Analyse and evaluate services marketing strategies critically. [KS 1.1, HO 2.1]
- Explain the influence of customer service on service satisfaction and methods of interpreting consumer perceptions of service quality. [ KS 1.1, HO 2.1, 2.2, PC 3.1]
Content
Students will gain an understanding of the distinctive approach required for planning and implementing services marketing strategy in services organisations. Topics include key areas such as understanding services, customer behaviour in service settings, managing customer relationships, strategic issues in services marketing, and challenges for senior management.
QUT Business Capabilities (Undergraduate)
The content and assessment in this unit are aligned to a selection of the following set of QUT Business Capabilities, also known as Assurance of Learning Goals (AoLs). Developing these capabilities will assist you to meet the desired graduate outcomes set at QUT and equip you with the knowledge and skills to succeed in your chosen career.
Knowledge and Technological Skills (KS)
1.1 Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines
1.2 Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Higher Order Thinking (HO)
2.1 Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice
2.2 Exercise independent judgment and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Professional Communication (PC)
3.1 Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts
3.2 Use information literacy skills, and communicate effectively and professionally in oral forms, appropriate for diverse purposes and contexts.
Teamwork and Self (TS)
4.1 Exercise self-reflection, responsibility and accountability in relation to own learning and professional practice.
4.2 Apply teamwork knowledge and skills for effective collaboration across diverse purposes and contexts
Social, Ethical and Global Understanding (SE)
5.1 Demonstrate and apply knowledge of ethical and legal principles and practices in analysing and responding to business issues
5.2 Demonstrate and apply knowledge of socially responsible behaviour in analysing and addressing business issues in national and international business contexts.
Learning Approaches
Topics are discussed and debated in tutorials by way of group activities based on contemporary services marketing theory and issues. Assessments are designed to test understanding of core theoretical principles and the student's ability to apply those principles in real world settings. A major element of assessment involves students in a critical appraisal of the marketing activities of service firms and how these affect them as customers.
Feedback on Learning and Assessment
Students will receive feedback in various forms throughout the semester which may include:
- Informal: worked examples, such as verbal feedback in class, personal consultation
- Formal: in writing, such as checklists (e.g. criteria sheets), written commentary
- Direct: to individual students, either in written form or in consultation
- Indirect: to the whole class
Assessment
Overview
Students may be required to attend campus or an assessment centre for the purposes of assessment, regardless of the attendance mode for the unit.
Unit Grading Scheme
7- point scale
Assessment Tasks
Assessment: Mid-semester Exam
Students will complete a series of questions in a take-home exam that tests their knowledge and application of services marketing concepts, frameworks and theories covered in classes from Week 1 to 6 inclusive. The focus of this exam is the student's ability to understand and apply critical service concepts.
Formative or Summative: Formative and summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2)
Assessment: Service Audit
Students will audit the services marketing mix of the organisation, identify strategic opportunities to improve organisational efficiency and effectiveness, and recommend three short-term actions for the organisation to implement. This report is designed to help students better understand how services marketing theories and real-world strategic implementation work together. Instructions will be provided on Canvas and in class.
Formative or Summative: Summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2), PC (3.1)
This assignment is eligible for the 48-hour late submission period and assignment extensions.
Academic Integrity
Students are expected to engage in learning and assessment at QUT with honesty, transparency and fairness. Maintaining academic integrity means upholding these principles and demonstrating valuable professional capabilities based on ethical foundations.
Failure to maintain academic integrity can take many forms. It includes cheating in examinations, plagiarism, self-plagiarism, collusion, and submitting an assessment item completed by another person (e.g. contract cheating). It can also include providing your assessment to another entity, such as to a person or website.
You are encouraged to make use of QUT’s learning support services, resources and tools to assure the academic integrity of your assessment. This includes the use of text matching software that may be available to assist with self-assessing your academic integrity as part of the assessment submission process.
Further details of QUT’s approach to academic integrity are outlined in the Academic integrity policy and the Student Code of Conduct. Breaching QUT’s Academic integrity policy is regarded as student misconduct and can lead to the imposition of penalties ranging from a grade reduction to exclusion from QUT.
Resources
Resource Materials
Prescribed text(s)
Wirtz, J. (2023). Essentials of Services Marketing (4th Edition). Pearson, Australia.
Risk Assessment Statement
There are no out-of-the-ordinary risks associated with lectures or tutorials in this unit. You should, however, familiarise yourself with evacuation procedures operating in the buildings in which you attend classes and take the time to
Standards/Competencies
This unit is designed to support your development of the following standards\competencies.
QUT Business Capabilities (Undergraduate)
HO (2.1): Critical Analysis
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit
HO (2.2): Independent Judgement and Decision-Making
Relates to: ULO4, Mid-semester Exam, Service Audit
KS (1.1): Discipline Knowledge
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam
KS (1.2): Technical and Technological Skills
Relates to: ULO1, Mid-semester Exam, Service Audit
PC (3.1): Professional Communication (Written)
Relates to: ULO4, Service Audit
Course Learning Outcomes
This unit is designed to support your development of the following course/study area learning outcomes.BS05 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: ULO4, Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: ULO4, Service Audit
BS06 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
BS08 Bachelor of Business - International
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
Unit Outline: Semester 2 2024, Online
| Unit code: | AMB340 |
|---|---|
| Credit points: | 12 |
| Pre-requisite: | (AMB240 or AMB140) and AMB201 |
| Equivalent: | AMX340 |
Overview
This unit uses the core characteristics of service experiences as a framework to explore strategies for the marketing of services domestically and internationally. Services marketing is an important growth area and students need to understand how services marketing principles apply to the real world. This will be achieved by examining the application of marketing concepts, models and tools in services using case studies and practical experiences. Service quality management and the pervading influence of technology are critical topics that differentiate this unit within the marketing program.
Learning Outcomes
On successful completion of this unit you will be able to:
- Identify the distinguishing characteristics of services and apply this knowledge to extended marketing mix decisions. [KS 1.1, 1.2]
- Demonstrate knowledge of consumer decision-making processes in needs and demands for services and outline implications for marketing strategy. [KS 1.1]Relates to: UG Business Capabilities: KS (1.1)
- Analyse and evaluate services marketing strategies critically. [KS 1.1, HO 2.1]
- Explain the influence of customer service on service satisfaction and methods of interpreting consumer perceptions of service quality. [ KS 1.1, HO 2.1, 2.2, PC 3.1]
Content
Students will gain an understanding of the distinctive approach required for planning and implementing services marketing strategy in services organisations. Topics include key areas such as understanding services, customer behaviour in service settings, managing customer relationships, strategic issues in services marketing, and challenges for senior management.
QUT Business Capabilities (Undergraduate)
The content and assessment in this unit are aligned to a selection of the following set of QUT Business Capabilities, also known as Assurance of Learning Goals (AoLs). Developing these capabilities will assist you to meet the desired graduate outcomes set at QUT and equip you with the knowledge and skills to succeed in your chosen career.
Knowledge and Technological Skills (KS)
1.1 Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines
1.2 Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Higher Order Thinking (HO)
2.1 Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice
2.2 Exercise independent judgment and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Professional Communication (PC)
3.1 Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts
3.2 Use information literacy skills, and communicate effectively and professionally in oral forms, appropriate for diverse purposes and contexts.
Teamwork and Self (TS)
4.1 Exercise self-reflection, responsibility and accountability in relation to own learning and professional practice.
4.2 Apply teamwork knowledge and skills for effective collaboration across diverse purposes and contexts
Social, Ethical and Global Understanding (SE)
5.1 Demonstrate and apply knowledge of ethical and legal principles and practices in analysing and responding to business issues
5.2 Demonstrate and apply knowledge of socially responsible behaviour in analysing and addressing business issues in national and international business contexts.
Learning Approaches
Topics are discussed and debated in tutorials by way of group activities based on contemporary services marketing theory and issues. Assessments are designed to test understanding of core theoretical principles and the student's ability to apply those principles in real world settings. A major element of assessment involves students in a critical appraisal of the marketing activities of service firms and how these affect them as customers.
Feedback on Learning and Assessment
Students will receive feedback in various forms throughout the semester which may include:
- Informal: worked examples, such as verbal feedback in class, personal consultation
- Formal: in writing, such as checklists (e.g. criteria sheets), written commentary
- Direct: to individual students, either in written form or in consultation
- Indirect: to the whole class
Assessment
Overview
Students may be required to attend campus or an assessment centre for the purposes of assessment, regardless of the attendance mode for the unit.
Unit Grading Scheme
7- point scale
Assessment Tasks
Assessment: Mid-semester Exam
Students will complete a series of questions in a take-home exam that tests their knowledge and application of services marketing concepts, frameworks and theories covered in classes from Week 1 to 6 inclusive. The focus of this exam is the student's ability to understand and apply critical service concepts.
Formative or Summative: Formative and summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2)
Assessment: Service Audit
Students will audit the services marketing mix of the organisation, identify strategic opportunities to improve organisational efficiency and effectiveness, and recommend three short-term actions for the organisation to implement. This report is designed to help students better understand how services marketing theories and real-world strategic implementation work together. Instructions will be provided on Canvas and in class.
Formative or Summative: Summative
Business Capabilities (AoL goals): KS (1.1, 1.2), HO (2.1, 2.2), PC (3.1)
This assignment is eligible for the 48-hour late submission period and assignment extensions.
Academic Integrity
Students are expected to engage in learning and assessment at QUT with honesty, transparency and fairness. Maintaining academic integrity means upholding these principles and demonstrating valuable professional capabilities based on ethical foundations.
Failure to maintain academic integrity can take many forms. It includes cheating in examinations, plagiarism, self-plagiarism, collusion, and submitting an assessment item completed by another person (e.g. contract cheating). It can also include providing your assessment to another entity, such as to a person or website.
You are encouraged to make use of QUT’s learning support services, resources and tools to assure the academic integrity of your assessment. This includes the use of text matching software that may be available to assist with self-assessing your academic integrity as part of the assessment submission process.
Further details of QUT’s approach to academic integrity are outlined in the Academic integrity policy and the Student Code of Conduct. Breaching QUT’s Academic integrity policy is regarded as student misconduct and can lead to the imposition of penalties ranging from a grade reduction to exclusion from QUT.
Resources
Resource Materials
Prescribed text(s)
Wirtz, J. (2023). Essentials of Services Marketing (4th Edition). Pearson, Australia.
Risk Assessment Statement
There are no out-of-the-ordinary risks associated with lectures or tutorials in this unit. You should, however, familiarise yourself with evacuation procedures operating in the buildings in which you attend classes and take the time to
Standards/Competencies
This unit is designed to support your development of the following standards\competencies.
QUT Business Capabilities (Undergraduate)
HO (2.1): Critical Analysis
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit
HO (2.2): Independent Judgement and Decision-Making
Relates to: ULO4, Mid-semester Exam, Service Audit
KS (1.1): Discipline Knowledge
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam
KS (1.2): Technical and Technological Skills
Relates to: ULO1, Mid-semester Exam, Service Audit
PC (3.1): Professional Communication (Written)
Relates to: ULO4, Service Audit
Course Learning Outcomes
This unit is designed to support your development of the following course/study area learning outcomes.BS05 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, ULO3, ULO4, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: ULO3, ULO4, Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: ULO4, Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: ULO4, Service Audit
BS06 Bachelor of Business
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit
BS08 Bachelor of Business - International
- Demonstrate and apply integrated discipline (including technical) knowledge across the broad field of business with depth in one or more core business disciplines.
Relates to: ULO1, ULO2, Mid-semester Exam - Apply technical and technological skills appropriate and effective for real world business purposes and contexts.
Relates to: ULO1, Mid-semester Exam, Service Audit - Investigate real world business issues and situations through the effective analysis, evaluation and synthesis of theory and practice.
Relates to: Mid-semester Exam, Service Audit - Exercise independent judgement and initiative in adapting and applying knowledge and skills for effective planning, problem solving and decision making in diverse contexts.
Relates to: Mid-semester Exam, Service Audit - Use information literacy skills, and communicate effectively and professionally in written forms and using media appropriate for diverse purposes and contexts.
Relates to: Service Audit