In the current service-driven economy, organisations are increasingly utilising market insights and intelligence to improve service quality. Innovative service strategies are also being developed to enhance customer acquisition and retention. This unit will enable you to examine service products, service consumption, and service positioning. In this unit you will analyse various theories based on the 7Ps of services marketing which provide foundation for practical applications in different service contexts. You will also examine the challenges and opportunities in services marketing, including managing customer relationships.

Every unit is reviewed for enhancement each year. At the most recent review, the following staff and student feedback items were identified and recommendations were made.

Feedback from Unit evaluation

Some students were looking for greater clarity regarding assessment feedback.

All assessment submissions to receive clear and constructive assessment feedback from markers, with a marking rubric supplied to justify.

Feedback from Student feedback

Some students liked communicating with the unit coordinator through scheduled weekly Zoom workshops that address weekly learning activities and to spend time discussing assessments.

Offer at least one weekly timetabled Zoom workshop to address the weekly leaning activities and to discuss assessments. All Zoom sessions will be recorded and uploaded within 24 hours. This will help students who can't attend.

Feedback from External peer review

Adjust Assessment 3 to ensure that students cover People, Process, and Physical Evidence.

Assessment 3 will require students to consider all three elements: People, Process, and Physical Evidence.