The need for specialised skills in Services Marketing has grown in recognition of the important role of services in advanced economies. This course addresses the essential nature of services and the role of service quality. Employees’ role in service delivery and the emotional load for service workers form an important focus of the course.
Service sector firms face increased competition and more demanding customers. Marketers need to develop a distinct set of competencies to design, manage and evaluate the processes and performances that comprise the service offering.
Learning Outcomes
Upon successful completion, students will have the knowledge and skills to:
- By completing this course, students will: Appreciate the challenges facing the services marketing in traditional commercial marketing, e-marketing and non commercial environments;
- Appreciate the difference between marketing physical products and intangible services, including dealing with the extended services marketing mix, and the four unique traits of services marketing;
- Recognise the challenges faced in services delivery as outlined in the services gap model;
- Develop professional business writing skills
Other Information
See the course outline on the College courses page. Outlines are uploaded as they become available.
The ANU uses Turnitin to enhance student citation and referencing techniques, and to assess assignment submissions as a component of the University's approach to managing Academic Integrity. While the use of Turnitin is not mandatory, the ANU highly recommends Turnitin is used by both teaching staff and students. For additional information regarding Turnitin please visit the ANU Online website.
Workload
3 hour lecture plus private study time.
Fees
Tuition fees are for the academic year indicated at the top of the page.
If you are a domestic graduate coursework or international student you will be required to pay tuition fees. Students continuing in their current program of study will have their tuition fees indexed annually from the year in which you commenced your program. Further information for domestic and international students about tuition and other fees can be found at Fees.
- Student Contribution Band:
- 3
- Unit value:
- 6 units
If you are an undergraduate student and have been offered a Commonwealth supported place, your fees are set by the Australian Government for each course. At ANU 1 EFTSL is 48 units (normally 8 x 6-unit courses). You can find your student contribution amount for each course at Fees. Where there is a unit range displayed for this course, not all unit options below may be available.
| Units | EFTSL |
|---|---|
| 6.00 | 0.12500 |
Course fees
- Domestic fee paying students
| Year | Fee | Description |
|---|---|---|
| 1994-2003 | $2922 | |
| 2014 | $3246 | |
| 2013 | $3240 | |
| 2012 | $3240 | |
| 2011 | $3240 | |
| 2010 | $3240 | |
| 2009 | $3240 | |
| 2008 | $3240 | |
| 2007 | $3240 | |
| 2006 | $3240 | |
| 2005 | $3234 | |
| 2004 | $3234 |
- International fee paying students
| Year | Fee |
|---|---|
| 1994-2003 | $2922 |
| 2014 | $3948 |
| 2013 | $3942 |
| 2012 | $3942 |
| 2011 | $3942 |
| 2010 | $3942 |
| 2009 | $3618 |
| 2008 | $3618 |
| 2007 | $3618 |
| 2006 | $3534 |
| 2005 | $3234 |
| 2004 | $3234 |
Offerings, Dates and Class Summary Links
ANU utilises MyTimetable to enable students to view the timetable for their enrolled courses, browse, then self-allocate to small teaching activities / tutorials so they can better plan their time. Find out more on the Timetable webpage.
Class summaries, if available, can be accessed by clicking on the View link for the relevant class number.
Second Semester
| Class number | Class start date | Last day to enrol | Census date | Class end date | Mode Of Delivery | Class Summary |
|---|---|---|---|---|---|---|
| 9275 | 21 Jul 2014 | 08 Aug 2014 | 31 Aug 2014 | 30 Oct 2014 | In Person | N/A |
