Faculty of Business and Economics

Postgraduate - Unit

This unit entry is for students who completed this unit in 2012 only. For students planning to study the unit, please refer to the unit indexes in the the current edition of the Handbook. If you have any queries contact the managing faculty for your course or area of study.

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6 points, SCA Band 3, 0.125 EFTSL

Refer to the specific census and withdrawal dates for the semester(s) in which this unit is offered, or view unit timetables.

FacultyFaculty of Business and Economics
OfferedCaulfield First semester 2012 (DE-ONLINE)
Coordinator(s)Ms Jo McGregor (Semester 1)


An in-depth analysis of the marketing techniques that apply to service organisations and industries including service design and delivery, customer service, service quality measurement and internal marketing.


The learning goals associated with this unit are to:

  1. gain an appreciation of the unique challenges inherent in marketing and managing services and developing and delivering quality services
  2. integrate the strategies, tools and approaches for addressing the unique challenges associated with the marketing of services
  3. apply a knowledge of service quality to an actual business context
  4. become a more successful and effective manager and consumer through the understanding of the design, delivery and communication of the service offer
  5. explain the inter-functional coordination necessary to deliver a quality service.


Within semester assessment: 50%
Examination: 50%

Chief examiner(s)

Dr Srinivas Sridharan (semester 1)
Dr Dewi Tojib (semester 2)

Contact hours

3 hours per week


MKX9160 or MBA9006. Students enrolled in course 3802 have no prerequisites.