MMM107-Marketing, Management and Delivery of Services

Module Provider: Marketing and Reputation
Number of credits: 20 [10 ECTS credits]
Level:7
Terms in which taught: Spring term module
Pre-requisites: MMM043 Principles of Marketing
Non-modular pre-requisites:
Co-requisites:
Modules excluded:
Module version for: 2016/7

Module Convenor: Dr Cristiana Lages

Email: c.r.lages@henley.ac.uk

Summary module description:

Aims:
To provide an understanding into the role of services in the competitive world economy. Given that the service sector and service companies constitute a large share of developed countries’ overall economic activity, companies are urged to understand the challenges of managing services.

Assessable learning outcomes:
• Recognise key dimensions of services marketing and management within the context of specific markets.
• Analyse and critique relevant multidisciplinary theories in services and apply them to specific industries.
• Apply explanatory models in order to analyse and understand contemporary services marketing and management.
• Evaluate the outcomes of services marketing and management.

Additional outcomes:
• Effectively organise, plan, and work both collaboratively and individually.
• Understand and apply the principles of critical analysis.
• Communicate analysis of service management issues effectively through verbal reporting.
• Appropriately apply service management theory into practice in different market contexts.

Outline content:
• What are services? Why study services? The unique characteristics of services.
• Services marketing mix.
• Designing and managing services processes.
• Managing people for service advantage.
• Managing relationships and building loyalty.
• Service quality and effective service recovery.
• Service innovation.

Brief description of teaching and learning methods:
The module will consist of 20 hours of lectures supported by seminars in which application of theory in practice will take place.

Contact hours:
  Autumn Spring Summer
Lectures 20
Seminars 3
Guided independent study 177
       
Total hours by term 200.00
       
Total hours for module 200.00

Summative Assessment Methods:
Method Percentage
Written exam 80
Oral assessment and presentation 20

Other information on summative assessment:

Formative assessment methods:
Work which provides opportunities to improve performance (e.g. through feedback provided) but which does not necessarily always contribute towards the overall module mark will take place in seminars.

Penalties for late submission:

Penalties for late submission on this module are in accordance with the University policy. Please refer to page 5 of the Postgraduate Guide to Assessment for further information: http://www.reading.ac.uk/internal/exams/student/exa-guidePG.aspx
Penalties for late submission on this module are in accordance with the University policy. Please refer to page 5 of the Postgraduate Guide to Assessment for further information: http://www.reading.ac.uk/internal/exams/student/exa-guidePG.aspx

Length of examination:
2 hours

Requirements for a pass:
Examination: 50%

Reassessment arrangements:
By examination only (one two-hour unseen written paper) in August/September. Oral assessment and presentation will not be included in the re-assessment.

Additional Costs (specified where applicable):
1) Required text books:
2) Specialist equipment or materials:
3) Specialist clothing, footwear or headgear:
4) Printing and binding:
5) Computers and devices with a particular specification:
6) Travel, accommodation and subsistence:

Last updated: 21 December 2016

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