Modules

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
Prerequisites

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

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, 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
2023/4, Trimester 1, Blended,
VIEW FULL DETAILS
Occurrence: 001
Primary mode of delivery: Blended
Location of delivery: HONG KONG
Partner:
Member of staff responsible for delivering module: Ellis Urquhart
Module Organiser:


Student Activity (Notional Equivalent Study Hours (NESH))
Mode of activityLearning & Teaching ActivityNESH (Study Hours)
Independent Learning Lecture 12
Independent Learning Tutorial 12
Online Guided independent study 176
Total Study Hours200
Expected Total Study Hours for Module200


Assessment
Type of Assessment Weighting % LOs covered Week due Length in Hours/Words
Report 50 1~2~3 Week 7 , WORDS= 2500
Centrally Time Tabled Examination 50 4~5 Exam Period HOURS= 2hours
Component 1 subtotal: 50
Component 2 subtotal: 50
Module subtotal: 100

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

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