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BMGT30210

Academic Year 2022/2023

Service and Customer Experience Management (BMGT30210)

Subject:
Business Management
College:
Business
School:
Business
Level:
3 (Degree)
Credits:
5
Module Coordinator:
Mr Pascal McNeill
Trimester:
Spring
Mode of Delivery:
On Campus
Internship Module:
No
How will I be graded?
Letter grades

Curricular information is subject to change.

This module is designed to develop students' understanding of the theory and practice of Service And Customer Experience management. The unique characteristics of services present many challenges for demanders and suppliers in the marketplace. Among the topics covered in the module are services strategy; human resource management in service enterprises; information technology and service delivery systems; managing services demand and supply; internationalisation of services and project / event management.

About this Module

Learning Outcomes:

On completing this module, students will be expected to be able to (i) describe the essential elements of service design and delivery(ii) critically appraise theoretical contributions on managing service enterprises and activities(iii) explain the strategies which best facilitate the provision of high quality services(iv) analyse the forces that may make service providers internationally competitive and (v) complete and manage learning activities (written and oral) in relation to the management of service enterprises.

Student Effort Hours:
Student Effort Type Hours
Small Group

36
Specified Learning Activities

50
Autonomous Student Learning

30
Total

116

Approaches to Teaching and Learning:
Online Lectures
Reflective Learning
Problem-based learning
Debates
Case-based learning and assignments
Student presentations

Requirements, Exclusions and Recommendations
Learning Requirements:

A student completing this module must have his/her own lap top.


Module Requisites and Incompatibles
Not applicable to this module.
 

Assessment Strategy Invalid Option
Description Timing Open Book Exam Component Scale Must Pass Component % of Final Grade In Module Component Repeat Offered
Assignment: Individual Case Study Assignments Throughout the Trimester n/a Graded No
10
 No
Continuous Assessment: Participation during class Throughout the Trimester n/a Graded No
10
 No
Examination: Closed Book Examination 2 hour End of Trimester Exam No Graded No
45
 Yes
Group Project: Service Analysis Plan Coursework (End of Trimester) n/a Graded No
35
 No

Carry forward of passed components Invalid Option
Yes
 

Resit In Terminal Exam
Autumn Yes - 2 Hour
Please see Student Jargon Buster for more information about remediation types and timing. 

Feedback Strategy/Strategies

• Feedback individually to students, post-assessment
• Group/class feedback, post-assessment

How will my Feedback be Delivered?

Not yet recorded.

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