Service Experience
UndergraduateGRF-MKT3062024
Course information for 2024 intake View information for 2025 course intake
Enrolments for this course are closed, but you may have other options to start studying now. Book a consultation to learn more.
- Study method
- 100% online
- Assessments
- 100% online
- Entry requirements
- No ATAR needed, No prior study
- Duration
- 13 weeks
- Loan available
- HECS-HELP and FEE-HELP available
Service Experience
About this subject
After successfully completing this subject you should be able to:
- Describe the growth and importance of the service sectors in Australia and world economies.
- Apply concepts from the services marketing theory in a practical sense in order to develop and manage effective marketing programs within service firms to achieve a sustainable competitive advantage.
- Explain the services marketing mix and how this expands on the traditional 4Ps of marketing.
- Discuss the unique challenges involved in marketing and managing services and how services differ from the marketing of other sectors of the economy.
- Participate in a team action learning approach and develop effective writing and verbal communication skills.
Assurance of Learning
This course evaluates student performance for Assurance of Learning purposes for the program learning objective (PLO): Develop and apply knowledge and skills which enhance employability and career paths.
- Introduction and Overview of Services Marketing
- Applying 3Cs Analysis and Positioning in Services
- Developing service products and brands
- Distributing services through physical and electronic channels
- Setting prices and implementing revenue
- Promoting services
- Designing and managing services process
- Balancing demand and capacity
- Crafting the service environment
- Managing people for service advantage
- Managing relationships and building loyalty
- Complaint handling and service recovery
- Improving service quality and productivity
- Reviewing case studies
This course demonstrates the importance of the service sector, how marketing theory differs for this sector, the unique challenges faced by service businesses and the application of service theory in practice. You will develop and expand your management skills in the application of marketing strategies to improve service quality, increase and maintain customer satisfaction, generate customer loyalty and create and manage a healthy service-oriented environment.
Students should not enrol in the subject if they have completed 3006MKT Service Experience at Griffith University.
- Group Assignment Service Audit (40%)
- Written Individual Assignment Final Report (60%)
For textbook details check your university's handbook, website or learning management system (LMS).
With a network of campuses spanning three cities in South East Queensland, Griffith University is committed to progressive multidisciplinary teaching and research and a valuable online provider with Open Universities Australia. Already attracting students from over one hundred countries, Griffith's dedication to academic excellence is available across Australia through OUA.
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- QS Ranking 2024:
- 18
- Times Higher Education Ranking 2024:
- 20
Entry requirements
No entry requirements
Study load
- 0.125 EFTSL
- This is in the range of 10 to 12 hours of study each week.
Equivalent full time study load (EFTSL) is one way to calculate your study load. One (1.0) EFTSL is equivalent to a full-time study load for one year.
Find out more information on Commonwealth Loans to understand what this means to your eligibility for financial support.
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What to study next?
Once you’ve completed this subject it can be credited towards one of the following courses
UndergraduateGRF-BUS-DEG
Bachelor of Applied Financial Advice
UndergraduateGRF-AFA-DEG
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