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

Module code: TSM09604
Module leader: Stephen Taylor
School The Business School
Subject area group: Tourism and Languages
Prerequisites

None

Timetables

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. 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

The nature and characteristics of service. The significance of Organisation Culture/Climate for service. Service Design with particular emphasis given to service blueprinting/mapping, service quality provision and delivery. Service Encounter, Demand and Capacity Management, Performance Measurement, Internationalisation of 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.

Indicative References and Reading List - URL:

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