Module title: Service Management

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


2018/9, Trimester 1, Blended,
Occurrence: 001
Primary mode of delivery: Blended
Location of delivery: CHINA
Member of staff responsible for delivering module: Stephen Taylor
Module Organiser:

Learning, Teaching and Assessment (LTA) Approach:
Learning & Teaching methods including their alignment to LOs
A blended approach will be used to deliver the module. Module content will be made available in online format and complementary face-to-face sessions will involve a two day Module Leader session (15 hours) delivered at the start of the module and 15 hours of tutorial support scheduled during the remainder in five classes of three hours each. A Workshop, complementing the focus of the module, will involve guest speaker(s). Relevant knowledge and practice based learning skills will be developed through student led/group discussions, visiting speakers,, videos, podcasts and case studies. Learning will be supported by Moodle materials, a recommended text, directed reading of articles, books and online publications through the virtual learning environment.

Embedding of employability/PDP/Scholarship Skills

The emphasis is on putting knowledge into practice and the added value this brings to the learner and the organisation. Face-to-face sessions provide opportunities to engage in group discussions/debate, encouraging the development of critical thinking, team working and consideration of others. Workshop specialist speakers from the organisation and/or the sector will be invited to deliver state of the art examples of practice, providing also the opportunity to network and debate current practice and to critically reflect on skills development in the area.

Assessment (formative or summative)

The module provides for both summative and formative assessments. There are two summative assessment components in this module, allowing you a degree of choice as to the topic area examined, to increase the relevance of the module content and enhance your engagement with the topic area. Assessments encourage the development of critical writing, research and time management skills and encourage you, informed by the application of theory and research perspectives, to analyse and review the way things are done in your organisation.
Research / teaching linkages

As part of the learning process you are exposed to the latest developments in the subject matter through accessing texts, directed readings and workshop activities, all underpinned by relevant research. The team of tutors, tutorial supervisors and expert presenters supporting this module will provide a mix of high quality academic and practitioner inputs.

Supporting equality and diversity

The team will respond to ensure that all students can fully participate in module learning and will use face-to-face contact at Module Leader sessions, scheduled tutorial sessions and programme staff student liaison committees as well as the virtual learning environment to achieve this.


The global nature of business is reflected in the international content of the module and students of different nationalities will be encouraged to share their own national perspective on the subject matter.

Formative Assessment:

Summative Assessment:

Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Face To Face Lecture 15
Face To Face Groupwork (Scheduled) 18
Independent Learning Guided independent study 167
Total Study Hours200
Expected Total Study Hours for Module200

Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Essay 50 1,2,3 9 HOURS= 0, WORDS= 2000
Essay 50 3,4,5 15 HOURS= 0, WORDS= 2000
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100

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:

Please contact your Module Leader for details
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