Modules

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 Intercultural Business Communication
Prerequisites

There are no pre-requisites for this module to be added
Description of module content:

This module aims to equip you with the knowledge and skills necessary for managing tourism and hospitality services in a global context. Throughout, you will evaluate the unique characteristics of the service sector and creatively generate strategies and strategies for sustainable service management. Interdisciplinary themes from human resource management, marketing and operations management are applied to tourism and hospitality services to provide you with a comprehensive understanding of how services are designed, delivered, and evaluated.
Learning Outcomes for module:

Upon completion of this module you will be able to

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
2024/5, Trimester 1, In Person,
VIEW FULL DETAILS
Occurrence: 001
Primary mode of delivery: In Person
Location of delivery: CRAIGLOCKHAR
Partner:
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)NESH Description
Face To Face Practical classes and workshops 27 Through an active learning approach, the module focusses on the provision of service excellence from a leadership perspective. As such, you will engage in practical activities, class and group discussion and skills building exercises throughout the workshops.
Face To Face GROUPSCHEDULED 6 Service Quality Masterclasses
Independent Learning On-demand Webinar 3 Pre-recorded short content in advance of each workshop.
Online Guided independent study 164 Outside class activity to prepare for assessment and enhance understanding through independent research.
Total Study Hours200
Expected Total Study Hours for Module200


Assessment
Type of Assessment Weighting % LOs covered Week due Length in Hours/Words Description
Report 50 2~3~5 Week 7 , WORDS= 2500 words You will produce a 2'500 word report applied to a working tourism or hospitality service organisation. This critically analyses the chosen service design approach of the business and how this translates to the service delivery that customers receive.
Practical Skills Assessment 30 3~4~5 Week 12 HOURS= 30 minutes In a small group, you will design, deliver and facilitate a service quality masterclass for the module cohort. This includes a skills-based activity for the class to participate in.
Reflective Log 20 1 Exam Period , WORDS= 1000 words You will produce a short individual reflection on the strengths and weaknesses of your own masterclass and reflect on what you have learnt from another masterclass that you participated in.
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100

Indicative References and Reading List - URL:
Global Service Management: Reading List 2024/5
 

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