TEACHING AND LEARNING STRATEGY
From Year 2020, the unit is delivered in a combination of weekly seminars/lectures (1 hour) and workshops (2 hours). Students are expected to be active and engaged learners, contributing fully to workshop activities and discussions. Learning activities include individual and group tasks that are to be completed during private study and in the workshops.
Students need to read in advance of seminar sessions/workshops, complete preparatory work, be prepared to work in small groups and discuss the materials assigned.
The seminar/lecture notes will be posted on iLearn at https://ilearn.mq.edu.au.
The recording (video or audio) of lectures/seminars is not permitted.
• There are 3 hours of face-to-face classes each week.
• The timetable for classes can be found on the University web site at: http://www.timetables.mq.edu.au/
• Attendance is important and attendance will be taken in class.
• Students are expected to arrive on time and not to leave until the class ends.
There is no required textbook for this unit. However, there is a recommended textbook: Lovelock, Ch.. Patterson, P., and J. Wirtz, (2015), Services Marketing: an Asia-Pacific and Australian perspective, 6th Edition, Pearson.
Required readings will be posted on ilearn. In addition, the following journal articles are required reading:
Baumann, C., Elliott, G., & Burton, S. (2012). Modeling customer satisfaction and loyalty: survey data versus data mining. Journal of Services Marketing, 26(3), 148-157.
Baumann, C., Timming, A. R., & Gollan, P. J. (2016). Taboo tattoos? A study of the gendered effects of body art on consumers' attitudes toward visibly tattooed front line staff. Journal of Retailing and Consumer Services, 29, 31-39.
Baumann, C., Hoadley, S., Hamin, H., & Nugraha, A. (2017). Competitiveness vis-à-vis service quality as drivers of customer loyalty mediated by perceptions of regulation and stability in steady and volatile markets. Journal of Retailing and Consumer Services, 36, 62-74.
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. Journal of marketing, 56(2), 57-71.
Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing.
Grainer, M., Noble, C. H., Bitner, M. J., & Broetzmann, S. M. (2014). What unhappy customers want. MIT Sloan Management Review, 55(3), 31.
Jones, T. O., & Sasser, W. E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88.
Kotze, T. G., & Du Plessis, P. J. (2003). Students as “co‐producers” of education: a proposed model of student socialisation and participation at tertiary institutions. Quality Assurance in Education.
Lee, S. H., & Chow, P. S. (2020). Investigating consumer attitudes and intentions toward online fashion renting retailing. Journal of Retailing and Consumer Services, 52, 101892.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(3), 9-20.
Lucia-Palacios, L., Pérez-López, R., & Polo-Redondo, Y. (2020). Does stress matter in mall experience and customer satisfaction?. Journal of Services Marketing.
Michel, A., Baumann, C., & Gayer, L. (2017). Thank you for the music–or not? The effects of in-store music in service settings. Journal of Retailing and Consumer Services, 36, 21-32.
Patterson, P. G., Scott, J., & Uncles, M. D. (2010). How the local competition defeated a global brand: The case of Starbucks. Australasian Marketing Journal (AMJ), 18(1), 41-47.
Savas-Hall, S., Koku, P. S., & Mangleburg, T. (2020). Consumers’ Perception of Service Newness and Its Marketing Implications. Services Marketing Quarterly, 1-14.