Service Quality

RMIT University Vietnam

Course Description

  • Course Name

    Service Quality

  • Host University

    RMIT University Vietnam

  • Location

    Ho Chi Minh City, Vietnam

  • Area of Study

    Business Management, Marketing

  • Language Level

    Taught In English

  • Prerequisites

    Required Prior Study
    008953 - Marketing Principles

    Hours & Credits

  • Host University Units

  • Recommended U.S. Semester Credits
  • Recommended U.S. Quarter Units
  • Overview

    Course Description

    This course will provide you with useful tools and develop yours skills for services marketing and management decision-making. It recognises that many graduates will work in the services sector and that an understanding of both marketing and management issues in this area is essential. The services considered encompass professional services, services to consumers and business customers as well as services that are linked to tangible products.


    Objectives/Learning Outcomes/Capability Development

    On the successful completion of this course you will be able to:

    • Apply key concepts of service marketing and practices in managing service businesses.
    • Differentiate between marketing of services versus tangible goods to provide solutions addressing the challenges associated with the marketing of services.
    • Develop effective and innovative marketing plans and strategies in relation to the ‘expanded marketing mix for services.
    • Examine consumer behaviours within a diverse range of service contexts to inform marketing decisions.
    • Evaluate the service quality of an organisation and recommend solutions for quality improvement.
    • Interact and collaborate with others effectively in a variety of professional settings.


    Overview of Learning Activities

    In this course you will be encouraged to be an active learner. Your learning will be supported through various in-class and online activities comprising individual and group work. These may include quizzes; assignments; prescribed readings; sourcing, researching and analysing specific information; solving problems; conducting presentations; producing written work and collaborating with peers on set tasks or projects.


    Overview of Learning Resources

    There is a prescribed textbook for this course. Various learning resources are available online through MyRMIT StudiesBlackboard. These may include topic notes and slides, a study schedule, assessment details, links to relevant internet information, readings and communication tools to facilitate collaboration with your peers and sharing of information.

    Resources are also available online through RMIT Library databases and other facilities. If you require assistance with the RMIT library facilities contact the Business Liaison Librarian for your school. Contact details for Business Liaison Librarians are located online on the RMIT Library website.

    Additional resources and/or sources to assist your learning will be identified by your course coordinator and will be made available to you as required during the teaching period.


    Overview of Assessment

    The assessment tasks, their weighting and the course learning outcomes to which they are aligned are as follows:

    Assessment Task 1: 10%
    Linked CLOs: 1, 2, 4

    Assessment Task 2: 40%
    Linked CLOs: 1, 2, 3, 4, 5, 6

    Examination: 50%
    Linked CLOs: 1, 2, 3, 4, 5

    Feedback will be provided throughout the semester in class and/or in online forums through individual and group feedback on practical exercises and by individual consultation.


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