Core Module Information
Module title: Global Service Management

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

Module code: TSM09909
Module leader: Ellis Urquhart
School The Business School
Subject area group: Tourism and Languages


Description of module content:

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.

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.

Full Details of Teaching and Assessment

Indicative References and Reading List - URL:
Global Service Management: Reading List(1)(1)