Services Marketing (N1572)

15 credits, Level 6

Autumn teaching

The services sector accounts for three-quarters of GDP and employment in developed countries – this module will explore the distinctive characteristics of services and explain how these impact on the marketing used by firms.

The module will examine the management of service processes; customer behaviour in service settings; internal marketing and the role of employees; and the management of customer relationships. The importance of service quality, complaint handling and service recovery will also be explored.

This course will enable you to:

  • understand and appreciate the role and importance of the service sector in developed economies
  • understand the key components of marketing management and strategy in services
  • identify and understand the theories applicable to service challenges and opportunities in services.

Teaching

67%: Lecture
33%: Seminar

Assessment

30%: Coursework (Essay)
70%: Examination (Seen examination)

Contact hours and workload

This module is approximately 150 hours of work. This breaks down into about 33 hours of contact time and about 117 hours of independent study. The University may make minor variations to the contact hours for operational reasons, including timetabling requirements.

This module is running in the academic year 2020/21. We also plan to offer it in future academic years. It may become unavailable due to staff availability, student demand or updates to our curriculum. We’ll make sure to let our applicants know of such changes to modules at the earliest opportunity.

Courses

This module is offered on the following courses: