Registry

Module Specifications

Current Academic Year 2012 - 2013
Please note that this information is subject to change.

Module Title	Services Marketing
Module Code	MG304
School	DCUBS
Online Module Resources
Module Co-ordinator	Semester 1: Marius Claudy Semester 2: Marius Claudy Autumn: Marius Claudy
NFQ level	8	Credit Rating	5
Pre-requisite	None
Co-requisite	None
Compatibles	None
Incompatibles	None

Description

The course introduces the student to the various aspects of service marketing and management with the principal objective of developing skills in the identification, analysis and solution of problems encountered in the area. The focus of this course is twofold. First, service organisations differ from goods organisations and require their own distinctive approach with regard to the development and execution of marketing strategy. Secondly, goods organisations need to acknowledge the service aspects of their organisations and the ways in which service can be used as a source of competitive advantage.

Learning Outcomes

1. Explain the unique challenges involved in marketing and managing services.
2. Identify and analyse the various components of the services marketing mix (7Ps).
3. Evaluate the key issues required in managing customer satisfaction and service quality.
4. Recognise the role of employess (and often customers) in service delivery, customer satisfaction and service quality.
5. Appreciate the key issues in service businesses such as managing supply and demand, relationship management, and the overlap in marketing/operations/human resource systems.
6. Build upon important workplace skills (e.g cooperative, teamwork, meeting deadlines, report writing) through the team project and cooperative learning activities.

Workload	Full-time hours per semester
*Type*	*Hours*	*Description*
Total Workload: 0

All module information is indicative and subject to change. For further information,students are advised to refer to the University's Marks and Standards and Programme Specific Regulations at: http://www.dcu.ie/registry/examinations/index.shtml

Indicative Content and Learning Activities

None

Assessment Breakdown
Continuous Assessment	60%	Examination Weight	40%

Course Work Breakdown
Type	Description	% of total	Assessment Date
Project	Case study and Presntation	60%	Every Week

Reassessment Requirement
Resit arrangements are explained by the following categories; 1 = A resit is available for all components of the module 2 = No resit is available for 100% continuous assessment module 3 = No resit is available for the continuous assessment component
This module is category 1

Indicative Reading List