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Unit of Study TOUR1003 - Service Quality Management (2022)

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Unit Snapshot

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Unit description

Introduces students to the services sector and develops their communication and customer service skills. Students engage in a project-based learning approach with web-based platforms that blend academic and authentic assessments.  

Unit content

Topic 1: Effective group work

Topic 2: Group management

Topic 3: Analysing service concepts 

Topic 4: Service quality

Topic 5: The dimensions of customer satisfaction

Topic 6: Service failure and recovery

 

Availabilities

Location Domestic International
Gold Coast
Term2
Term2
Online
Term2
Term2

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

On completion of this unit, students should be able to:

demonstrate an understanding of the value of teamwork to service organisations

apply effective communication and group management skills

assess the quality of customer service.

Prescribed learning resources

Prescribed Texts
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Prescribed Learning Resources may change in future Teaching Periods.