Archive for reference only

University Homepage
DRPS Homepage
DRPS Search
DRPS Contact
DRPS : Course Catalogue : Business School : Business Studies

Undergraduate Course: Services Marketing (BUST10114)

Course Outline
SchoolBusiness School CollegeCollege of Humanities and Social Science
Course typeStandard AvailabilityAvailable to all students
Credit level (Normal year taken)SCQF Level 10 (Year 3 Undergraduate) Credits20
Home subject areaBusiness Studies Other subject areaNone
Course website None Taught in Gaelic?No
Course descriptionServices Marketing course is designed for those who recognise the crucial role that services play in the economy. The economy of developed nations (such as UK, US, Canada and Australia) have shifted from being largely manufacturing to service based. Service's contribution to GDP and employment in these countries accounts for more than 60%. Yet, business school courses traditionally have focused on the manufacturing sector of the economy. Therefore, this course is designed to address this problem. Interestingly, product-dominant firms are now turning into service companies; for example, services represent the primary growth for manufacturers like GE and IBM. Over half of IBM's current revenues and over 60% of GE's current profits come from services. The study of marketing of services is important as services plays important role in achieving competitive advantage. This is a new course of the Marketing Group which is being proposed, first to reflect the current trends in services economy in terms of how services contribute to more than half of our Gross Domestic Product and second, to be considered as a platform for students who wish to undertake the financial services marketing course.
Entry Requirements (not applicable to Visiting Students)
Pre-requisites Students MUST have passed: Marketing (BUST08004)
Prohibited Combinations Other requirements None
Additional Costs None
Information for Visiting Students
Pre-requisitesVisiting students should have at least 3 Business Studies courses (including at least one Marketing course)at grade B or above (or be predicted to obtain this). We will only consider University/College level courses.
Displayed in Visiting Students Prospectus?Yes
Course Delivery Information
Delivery period: 2013/14 Semester 2, Available to all students (SV1) Learn enabled:  Yes Quota:  None
Web Timetable Web Timetable
Course Start Date 13/01/2014
Breakdown of Learning and Teaching activities (Further Info) Total Hours: 200 ( Lecture Hours 20, Programme Level Learning and Teaching Hours 4, Directed Learning and Independent Learning Hours 176 )
Additional Notes
Breakdown of Assessment Methods (Further Info) Written Exam 50 %, Coursework 30 %, Practical Exam 20 %
Exam Information
Exam Diet Paper Name Hours & Minutes
Main Exam Diet S2 (April/May)2:00
Summary of Intended Learning Outcomes
Upon successful completion of this course, students will be able to:

Knowledge and Understanding

* Demonstrate an understanding of key issues involved in services marketing, such as, the distinctive characteristics of services, the key differences between manufacturing and service firms, service quality, customer satisfaction and services loyalty

* Develop an insight into the nature and importance of service sectors to economies at national and international levels and an understanding of the 'state of the art' of service management thinking.

* Appreciate the role of employees (and often customers) in service delivery, explain the main challenges involved in the marketing of services and learn how to manage issues related to service failure and recovery.

* Understand the nature of the Services Marketing Mix (7Ps), how it expands upon the traditional Marketing Mix (4Ps) and how it is applied in service and manufacturing firms to achieve a competitive advantage.

Key intellectual, practical and transferable skills

* Reflect on key concepts in the marketing of services and apply them to real life business contexts by developing effective marketing programmes within service firms to achieve competitive advantage.

* Utilise appropriate set of analytical frameworks, concepts and tools for critical thinking about service and service related activities.

* Use a variety of information sources, including but not limited to, online information, teaching materials and academic journals.

* Develop further their graduate skills in terms of effective communication, excellent problem solving, critical thinking and interpersonal skills.
Assessment Information
Group presentation 20% (including 5% peer assessment)
Individual essay (2000 words) 30%
Exam 50%
Special Arrangements
Additional Information
Academic description Not entered
Syllabus Not entered
Transferable skills Not entered
Reading list Recommended Textbook
Lovelock, C. and Wirtz, J. (2011), Services Marketing: People, Technology, Strategy, 7th Edition, Pearson.
Study Abroad Not entered
Study Pattern Not entered
Course organiserMs Dahlia El-Manstrly
Tel: (0131 6)51 5321
Course secretaryMiss Carolyn Alexander
Tel: (0131 6)50 3826
Help & Information
Search DPTs and Courses
Degree Programmes
Browse DPTs
Humanities and Social Science
Science and Engineering
Medicine and Veterinary Medicine
Other Information
Combined Course Timetable
Important Information
© Copyright 2013 The University of Edinburgh - 13 January 2014 3:37 am