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Unit of Study MRKT2005 - Services Marketing (2022)

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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 a working knowledge of the unique characteristics of services

analyse the key issues and elements associated with the measurement and management of service quality and customer satisfaction

critically evaluate the role of the servicescape in building a customer focused organisation.

Prescribed learning resources

Prescribed Texts
  • Wilson A, Zeithaml, VA, Bitner, MJ & Gremler, DD, 2016, Services Marketing: Integrating Customer Focus Across the Firm, 3rd European edn, McGraw Hill, Maidenhead, Berkshire. ISBN: 9780077169312.

Prescribed Texts
  • Wilson A, Zeithaml, VA, Bitner, MJ & Gremler, DD, 2016, Services Marketing: Integrating Customer Focus Across the Firm, 3rd European Edn, McGraw Hill, Berkshire. ISBN: 9780077169312.

Prescribed Learning Resources may change in future Teaching Periods.