School: Business and Law

This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.

  • Unit Title

    Managing the Service Experience
  • Unit Code

    HOS2325
  • Year

    2021
  • Enrolment Period

    1
  • Version

    2
  • Credit Points

    15
  • Full Year Unit

    N
  • Mode of Delivery

    On Campus
    Online
  • Unit Coordinator

    Dr Julia Akumu NYANJOM

Description

This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service in the sectors of hospitality, tourism, events, and sport. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. The unit places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today. Case studies and exercises are used to illustrate quality service issues within the services industry context.

Learning Outcomes

On completion of this unit students should be able to:

  1. Apply concepts from organisational behaviour to customer service strategies.
  2. Critique the design and implementation of customer oriented strategies and systems.
  3. Demonstrate an understanding of the nature of service industries, organisational and staffing characteristics, interrelationship and behaviours of people.
  4. Evaluate the various techniques in solving problems, enhancing creativity, helping in decision making, resolving conflict and handling customers in challenging situations.
  5. Outline the factors that contribute to employee satisfaction.

Unit Content

  1. Understanding the metamorphosis of service.
  2. Understanding the nature of service.
  3. Managing service quality.
  4. Understanding and engaging customers.
  5. Developing service vision, design and service encounter.
  6. Service marketing: Managing customer experiences and relationships.
  7. Understanding service guarantees, failures and recovery.
  8. Managing and engaging employees in service organisations.
  9. Leadership for service organisations.

Additional Learning Experience Information

The teaching and learning approach is enhanced through in-class and on-line discussions, where the skills of communicating effectively, critical appraisal and the ability to generate ideas are emphasised. Engaged teaching and learning is applied through guest speakers and field trips, where learners are exposed to industry relevant information, networking opportunities and the awareness and development of sustainability concepts. Where appropriate, cross cultural awareness, including Aboriginal and Torres Strait Islander perspectives, as it relates to the services industry profession are highlighted. Students are required to complete individual assessment items which are assessed for quality academic and professional standards, including written communication (structure, language and conventions), oral communication, critical analysis (depth of thought, development of argument, logical analysis and insight), depth and breadth of coverage, and the ability to research effectively using both academic and contemporary sources.

Assessment

GS1 GRADING SCHEMA 1 Used for standard coursework units

Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant School Progression Panel.

ON CAMPUS
TypeDescriptionValue
TestOnline Test30%
ReportService Audit Report 30%
AssignmentOnline Assessment 40%
ONLINE
TypeDescriptionValue
TestOnline Test 30%
ReportService Audit Report 30%
AssignmentOnline Assessment 40%

Core Reading(s)

  • Kandampully, J., & Solnet, D. (2018). Service Management Principles for Hospitality and Tourism (3rd ed.). Kendall Hunt. Retrieved from https://ecu.on.worldcat.org/oclc/1052445910

Disability Standards for Education (Commonwealth 2005)

For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.

Academic Misconduct

Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:

  • plagiarism;
  • unauthorised collaboration;
  • cheating in examinations;
  • theft of other students' work;

Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.

The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.

HOS2325|2|1

School: Business and Law

This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.

  • Unit Title

    Managing the Service Experience
  • Unit Code

    HOS2325
  • Year

    2021
  • Enrolment Period

    2
  • Version

    3
  • Credit Points

    15
  • Full Year Unit

    N
  • Mode of Delivery

    On Campus
    Online
  • Unit Coordinator

    Dr Julia Akumu NYANJOM

Description

This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service in the sectors of hospitality, tourism, events, and sport. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. The unit places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today. Case studies and exercises are used to illustrate quality service issues within the services industry context.

Learning Outcomes

On completion of this unit students should be able to:

  1. Evaluate the theoretical concepts and practices underpinning the management of the service experience.
  2. Analyse the design and the implementation of customer-oriented strategies across a broad range of service experience settings, including cultural perspectives.
  3. Evaluate principles of business ethics and corporate social responsibility associated with the effective management of the service experience.
  4. Reflect on feedback to support the development of professional competencies for the effective management of the service experience.
  5. Communicate service management concepts persuasively in written and oral formats, using relevant technology.

Unit Content

  1. Understand the metamorphosis of service.
  2. Understand the nature of service.
  3. Manage service quality.
  4. Communicate with customers.
  5. Develop service vision, design and service encounter.
  6. Service marketing: Manage customer experiences and relationships.
  7. Understand service guarantees, failures and recovery.
  8. Manage and engaging employees in service organisations.
  9. Understand the impacts of ethics and Corporate Social Responsibility (CSR) in service organisations.

Learning Experience

ON-CAMPUS

Students will attend on campus classes as well as engage in learning activities through ECUs LMS

JoondalupMount LawleySouth West (Bunbury)
Semester 213 x 3 hour seminarNot OfferedNot Offered

For more information see the Semester Timetable

ONLINE

Students will engage in learning experiences through ECUs LMS as well as additional ECU l

Assessment

GS1 GRADING SCHEMA 1 Used for standard coursework units

Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant School Progression Panel.

ON CAMPUS
TypeDescriptionValue
PortfolioReflective journal40%
PresentationOral presentation25%
ProjectService Experience project35%
ONLINE
TypeDescriptionValue
PortfolioReflective journal40%
PresentationOral presentation25%
ProjectService Experience project35%

Core Reading(s)

  • Kandampully, J., & Solnet, D. (2018). Service Management Principles for Hospitality and Tourism (3rd ed.). Kendall Hunt. Retrieved from https://ecu.on.worldcat.org/oclc/1052445910

Disability Standards for Education (Commonwealth 2005)

For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.

Academic Misconduct

Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:

  • plagiarism;
  • unauthorised collaboration;
  • cheating in examinations;
  • theft of other students' work;

Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.

The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.

HOS2325|3|2