Year 3 Semester 1

 

No. of hours

Unit 01. Focus on customers                                                                 

15 hours

1.1 Introduction to services                                                                

03

1.2  Consumer behavior in service                                                     

02

1.3  Expectations of customer on service                                          

02

1.4  Perception of services                                                                 

03

1.5  Customer expectations and perceptions of market research       

03

1.6  Building up customer relationship                                               

02

Unit 02. Development and design of service                                     

15 hours

2.1 Service development and design                                     

03

2.2 Standards of services                                                                   

02

2.3 Physical evidence and serivescape                                               

02

2.4 Roles of employees and customers service markets                    

03

2.5 Service Recovery

02

2.6 Managing Demand and Capacity 

02

2.5 Intermediaries and Electronic Channels in delivering services   

01

Unit 03. Managing the services                                                             

15 hours     

3.1 Integrated service marketing Communications                           

04

3.2 Pricing of services                                                            

02

3.3  The financial and economic effect of service                              

03

3.4  Service strategy                                                                           

03

3.5  Service quality                                                                             

03