N/A

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.

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.