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Online

Unit Summary

Unit type

UG Coursework Unit

Credit points

12

Unit aim

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

 

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:
1 demonstrate an understanding of the value of teamwork to service organisations
2 apply effective communication and group management skills
3 assess the quality of customer service.

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

  1. demonstrate an understanding of the value of teamwork to service organisations
  2. apply effective communication and group management skills
  3. assess the quality of customer service.

Prescribed texts

  • No prescribed texts.
Prescribed texts may change in future teaching periods.