Core Module Information
Module title: Global Service Management

SCQF level: 09:
SCQF credit value: 20.00
ECTS credit value: 10

Module code: TSM09126
Module leader: Ellis Urquhart
School The Business School
Subject area group: Tourism and Languages
Prerequisites

None

Description of module content:

This module aims to provide you with the knowledge and skills necessary for service management. Throughout it will emphasise the characteristics of service and the implications for managing in this sector. Where appropriate concepts and techniques will be drawn from HRM, Marketing and Operations Management and their value emphasised. The concept of service will embrace both manufacturing and service organisations, public and private, large and small. You will learn that service management offers up unique challenges not least of which is the management of people (employees and customers) in the provision of service quality and the evaluation of service performance.

Description of module content:
The nature and characteristics of service; organisation for service; service design and operations; service setting; service quality; service encounter; managing people; demand and capacity management; customer relationship management; service communications; performance management; monitoring and evaluating services.

Learning Outcomes for module:

LO1 Critically reflect upon the nature and challenges of service management.
LO2: Analyse the role of, and relationships between, HRM, Operations and Marketing in the provision of service.
LO3: Apply the concept of service across a range of situations/contexts.
LO4: Apply a range of tools and techniques necessary for delivering and evaluating service performance.
LO5: Demonstrate knowledge and understanding of contributions from classical and contemporary thinking in services.

Full Details of Teaching and Assessment
2023/4, Trimester 1, Face-to-Face, Edinburgh Napier University
VIEW FULL DETAILS
Occurrence: 001
Primary mode of delivery: Face-to-Face
Location of delivery: CRAIGLOCKHAR
Partner: Edinburgh Napier University
Member of staff responsible for delivering module: Ellis Urquhart
Module Organiser:


Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 12
Face To Face Tutorial 12
Independent Learning Guided independent study 176
Total Study Hours200
Expected Total Study Hours for Module200


Assessment
Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Report 50 1-3 6 HOURS= 0, WORDS= 2500
Centrally Time Tabled Examination 50 4-5 14/15 HOURS= 02.00, WORDS= 0
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100

Indicative References and Reading List - URL:
Global Service Management: Reading List