There are no pre-requisites for this module to be added

This module aims to provide you with the knowledge and skills necessary for service management in a global context. 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. Key themes across the module that you will encounter are: The nature and characteristics of service; organisation for service; service design and operations; service setting; service quality; service encounter; managing people; customer relationship management; service communications; performance management; monitoring and evaluating services.

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, Human Resource Management, 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.