MARKETNG 3504MELB - Service Design and Marketing
Melbourne Campus - Semester 2 - 2024
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General Course Information
Course Details
Course Code MARKETNG 3504MELB Course Service Design and Marketing Coordinating Unit Marketing Term Semester 2 Level Undergraduate Location/s Melbourne Campus Units 3 Contact Up to 3 hours per week Available for Study Abroad and Exchange N Prerequisites MARKETNG 1001 or MARKETNG 1001OUA Restrictions Available only to 成人大片 College Melbourne Campus students Assessment Exam/assignments/tests/tutorial work as prescribed at first lecture Course Staff
Course Coordinator: Lachlan Schomburgk
Course Timetable
The full timetable of all activities for this course can be accessed from .
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Learning Outcomes
Course Learning Outcomes
On successful completion of this course, students will be able to:
- Understand and explain the nature and scope of services marketing and present about this in a professional and engaging manner;
- Use critical analysis to perceive service shortcomings with reference to ingredients to create service excellence;
- Provide a theoretical and practical basis for assessing service performance using company examples and report on this in a professional, logical and coherent way;
- Identify and discuss characteristics and challenges of managing service firms in the modern world including cultural implications;
- Discuss key linkages between marketing and other business functions in the context of designing and operating an effective service system.
- Work effectively and efficiently in a team addressing services marketing topics.
University Graduate Attributes
This course will provide students with an opportunity to develop the Graduate Attribute(s) specified below:
University Graduate Attribute Course Learning Outcome(s) Attribute 1: Deep discipline knowledge and intellectual breadth
Graduates have comprehensive knowledge and understanding of their subject area, the ability to engage with different traditions of thought, and the ability to apply their knowledge in practice including in multi-disciplinary or multi-professional contexts.
1,2, 4 Attribute 2: Creative and critical thinking, and problem solving
Graduates are effective problems-solvers, able to apply critical, creative and evidence-based thinking to conceive innovative responses to future challenges.
2, 3, 4, 5 Attribute 3: Teamwork and communication skills
Graduates convey ideas and information effectively to a range of audiences for a variety of purposes and contribute in a positive and collaborative manner to achieving common goals.
1, 6 Attribute 4: Professionalism and leadership readiness
Graduates engage in professional behaviour and have the potential to be entrepreneurial and take leadership roles in their chosen occupations or careers and communities.
1, 2, 3, 4, 5 Attribute 5: Intercultural and ethical competency
Graduates are responsible and effective global citizens whose personal values and practices are consistent with their roles as responsible members of society.
4 Attribute 8: Self-awareness and emotional intelligence
Graduates are self-aware and reflective; they are flexible and resilient and have the capacity to accept and give constructive feedback; they act with integrity and take responsibility for their actions.
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Learning & Teaching Activities
Learning & Teaching Modes
The course offers a two hour weekly lecture and one hour tutorial. Students are assessed on their participation and engagement in tutorials which involves preparing questions and actively engaging with the tutor and other students. Tutorials start week 1.Workload
The information below is provided as a guide to assist students in engaging appropriately with the course requirements.
This course offers a two-hour lecture and one-hour tutorial each week.Learning Activities Summary
Week 1
Marketing in the Service Economy
Week 2
Customer Behaviour
Week 3
Customer Satisfaction and Service Quality
Week 4
Managing People for Service Advantage
Week 5
Positioning Services, Supplementary and Core Services
Week 6
Distributing Services Through Physical and Electronic Channels
Week 7
Crafting the Service Environment
Week 8
Managing Customer Relationships
Week 9
Integrated Services Marketing Communications
Week 10
Understanding Costs and Developing Pricing, Balancing Capacity
Week 11
Managing the Customer Service Function
Week 12
Handling Customer Complaints and Managing Service Recovery, Exam Revision
Week 13
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Assessment
The University's policy on Assessment for Coursework Programs is based on the following four principles:
- Assessment must encourage and reinforce learning.
- Assessment must enable robust and fair judgements about student performance.
- Assessment practices must be fair and equitable to students and give them the opportunity to demonstrate what they have learned.
- Assessment must maintain academic standards.
Assessment Summary
Assessment Item Weighting Related Learning Outcome Tutorial attendance and participation (individual) 10% 1, 2, 3, 4, 5 Service Encounter Diary and Analysis (individual) 30% 1, 2, 3, 4, 5, 7 Literature Report (group) 30% 1, 2, 3, 4, 5, 7, 8 Final exam (individual) 30% 1, 2, 3, 4, 5 Total 100% Assessment Detail
In-depth explanations of assessment can be viewed on MyUni within the course book.Submission
Participation will be taken troughout the semester. Assignments are due at different point in the semester, for specific dates see the course book on MyUni. Final exam will take place in the official exam period.Course Grading
Grades for your performance in this course will be awarded in accordance with the following scheme:
M10 (Coursework Mark Scheme) Grade Mark Description FNS Fail No Submission F 1-49 Fail P 50-64 Pass C 65-74 Credit D 75-84 Distinction HD 85-100 High Distinction CN Continuing NFE No Formal Examination RP Result Pending Further details of the grades/results can be obtained from Examinations.
Grade Descriptors are available which provide a general guide to the standard of work that is expected at each grade level. More information at Assessment for Coursework Programs.
Final results for this course will be made available through .
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Student Feedback
The University places a high priority on approaches to learning and teaching that enhance the student experience. Feedback is sought from students in a variety of ways including on-going engagement with staff, the use of online discussion boards and the use of Student Experience of Learning and Teaching (SELT) surveys as well as GOS surveys and Program reviews.
SELTs are an important source of information to inform individual teaching practice, decisions about teaching duties, and course and program curriculum design. They enable the University to assess how effectively its learning environments and teaching practices facilitate student engagement and learning outcomes. Under the current SELT Policy (http://www.adelaide.edu.au/policies/101/) course SELTs are mandated and must be conducted at the conclusion of each term/semester/trimester for every course offering. Feedback on issues raised through course SELT surveys is made available to enrolled students through various resources (e.g. MyUni). In addition aggregated course SELT data is available.
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Student Support
- Academic Integrity for Students
- Academic Support with Maths
- Academic Support with writing and study skills
- Careers Services
- Library Services for Students
- LinkedIn Learning
- Student Life Counselling Support - Personal counselling for issues affecting study
- Students with a Disability - Alternative academic arrangements
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Policies & Guidelines
This section contains links to relevant assessment-related policies and guidelines - all university policies.
- Academic Credit Arrangements Policy
- Academic Integrity Policy
- Academic Progress by Coursework Students Policy
- Assessment for Coursework Programs Policy
- Copyright Compliance Policy
- Coursework Academic Programs Policy
- Intellectual Property Policy
- IT Acceptable Use and Security Policy
- Modified Arrangements for Coursework Assessment Policy
- Reasonable Adjustments to Learning, Teaching & Assessment for Students with a Disability Policy
- Student Experience of Learning and Teaching Policy
- Student Grievance Resolution Process
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Fraud Awareness
Students are reminded that in order to maintain the academic integrity of all programs and courses, the university has a zero-tolerance approach to students offering money or significant value goods or services to any staff member who is involved in their teaching or assessment. Students offering lecturers or tutors or professional staff anything more than a small token of appreciation is totally unacceptable, in any circumstances. Staff members are obliged to report all such incidents to their supervisor/manager, who will refer them for action under the university's student鈥檚 disciplinary procedures.
The 成人大片 is committed to regular reviews of the courses and programs it offers to students. The 成人大片 therefore reserves the right to discontinue or vary programs and courses without notice. Please read the important information contained in the disclaimer.
