Service Design and Marketing
Credit points
(Generally, 1 credit = 10 hours of classes and independent study.)
Location
Online Real Time
VU Brisbane
VU Online
VU Sydney
Prerequisites
(Or equivalent to be determined by unit coordinator)
Co-requisites
(Corequisite units must be studied concurrently with this unit)
Overview
Understand the services that play an increasingly critical role in the economies of most developed countries, with Service Design and Marketing.
This unit focuses on designing service experiences to provide customer value, by using the appropriate marketing mix of:
- services
- service encounters
- people
- processes
- service quality
- technology.
You will examine the role of service — its design and implementation — in the context of customer value creation.
Learning Outcomes
On successful completion of this unit, students will be able to:
- Assess and critique the unique challenges involved in marketing and managing services and experiences;
- Determine and investigate the various components of the services marketing mix;
- Articulate the key issues required when managing customer satisfaction and service quality; and,
- Clarify the participants’ role as co-creators of experiences, satisfaction and recovery using various communication skills.
Assessment
For Melbourne campuses
Assessment type: Test | Grade: 20%
In-class MCQs and scenario-based
Assessment type: Presentation | Grade: 20%
Presentation based on group report (Group)
Assessment type: Report | Grade: 30%
Research report (Group)
Assessment type: Assignment | Grade: 30%
Reflective assessment
Other locations
Assessment type: Assignment | Grade: 30%
Reflective assessment
Assessment type: Report | Grade: 30%
Research report
Assessment type: Report | Grade: 40%
Service design blueprint
Required reading
Readings are available on VU Collaborate.
As part of a course
This unit is not compulsory for any specific course. Depending on the course you study, this unit may be taken as an elective.