Postgraduate Course: Services Marketing (CMSE11196)
Course Outline
| School | Business School |
College | College of Humanities and Social Science |
| Credit level (Normal year taken) | SCQF Level 11 (Postgraduate) |
Availability | Available to all students |
| SCQF Credits | 15 |
ECTS Credits | 7.5 |
| Summary | Services Marketing course is designed for those who recognise the crucial role that services play in the economy. This course aims to advance students' knowledge of marketing and complement financial services marketing courses. It is designed to broaden students' view of marketing, provide them with a comprehensive understanding of the unique characteristics of services and how services marketers and managers adopt marketing theory in practice. This understanding will be achieved by introducing, discussing, and analysing several topics important to service firms to ensure the achievement of customer satisfaction and long-term success of service organization through the delivery of excellent service. Therefore, strategies used by successful services marketers to deal with issues such as service failure, inconsistent service quality, manage customer expectations, service innovation and services loyalty will be discussed. |
| Course description |
Not entered
|
Entry Requirements (not applicable to Visiting Students)
| Pre-requisites |
|
Co-requisites | |
| Prohibited Combinations | |
Other requirements | For Business School PG students only, or by special permission of the School. Please contact the course secretary. |
Information for Visiting Students
| Pre-requisites | None |
Course Delivery Information
|
| Academic year 2014/15, Available to all students (SV1)
|
Quota: None |
| Course Start |
Semester 2 |
Timetable |
Timetable |
| Learning and Teaching activities (Further Info) |
Total Hours:
150
(
Lecture Hours 20,
Summative Assessment Hours 2,
Programme Level Learning and Teaching Hours 3,
Directed Learning and Independent Learning Hours
125 )
|
| Assessment (Further Info) |
Written Exam
50 %,
Coursework
50 %,
Practical Exam
0 %
|
| Additional Information (Assessment) |
The assessment methods for the course and the contribution of each towards the final mark are as follows: Group presentation 20%; Individual essays 30%; Exam 50% |
| Feedback |
Not entered |
| Exam Information |
| Exam Diet |
Paper Name |
Hours & Minutes |
|
| Main Exam Diet S2 (April/May) | | 2:00 | |
Learning Outcomes
On completion of this course, the student 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" 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.
|
Reading List
Recommended Text
Lovelock, C. and Wirtz, J. (2011), Services Marketing: People, Technology, Strategy, 7th Edition, Pearson. |
Additional Information
| Graduate Attributes and Skills |
Not entered |
| Keywords | Not entered |
Contacts
| Course organiser | Dr Dahlia El-Manstrly
Tel: (0131 6)51 5321
Email: Dahlia.El-Manstrly@ed.ac.uk |
Course secretary | Miss Malgorzata Litwinska
Tel: (0131 6)51 3028
Email: Maggie.Litwinska@ed.ac.uk |
|
© Copyright 2014 The University of Edinburgh - 12 January 2015 3:41 am
|
University Homepage