Students
MMBA8022 – Services Marketing
2020 – MGSM term 4, Special circumstance
Notice
As part of Phase 3 of our return to campus plan, most units will now run tutorials, seminars and other small group learning activities on campus for the second half-year, while keeping an online version available for those students unable to return or those who choose to continue their studies online.
To check the availability of face to face activities for your unit, please go to timetable viewer. To check detailed information on unit assessments visit your unit's iLearn space or consult your unit convenor.
General Information
Download as PDF
| Unit convenor and teaching staff |
Unit convenor and teaching staff
Associate Professor
Chris Baumann
Contact via Email
Room 164, 3 Management Drive
Thursday 3.30pm-5pm
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|---|---|
| Credit points |
Credit points
10
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| Prerequisites |
Prerequisites
MGSM820 or MMBA8020
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| Corequisites |
Corequisites
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| Co-badged status |
Co-badged status
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| Unit description |
Unit description
This unit explores the important issues in the marketing of services including: the differences between marketing services and marketing goods; the importance of customer relationships in services marketing; the importance and measurement of quality in service provision; and the application of services in marketing principles in a range of diverse industries and sectors (such as professional services, the public sector, retail services, tourism, charities etc.). The unit will draw on the extensive marketing literature in the field, while exploring salient issues from both theoretical and applied views. An industry based project and case studies are important components of the course. |
Important Academic Dates
Information about important academic dates including deadlines for withdrawing from units are available at https://www.mq.edu.au/study/calendar-of-dates
Learning Outcomes
On successful completion of this unit, you will be able to:
- ULO1: Demonstrate knowledge of services marketing theories and practices through analysing concepts and case studies.
- ULO2: Critically apply key concepts and theories to analyse problems and make recommendations.
- ULO3: Analyse and argue a case using evidence, frameworks and enhanced critical thinking.
- ULO4: Make and argue recommendations on a suitable course of action for improving service marketing situations.
- ULO5: Communicate disparate information in a way that enables others to make well-informed decisions.
General Assessment Information
Late assessment submissions must also be submitted through the appropriate submission link in iLearn. No extensions will be granted unless an application for Special Consideration is made and approved. There will be a deduction of 10% of the total available marks made from the total awarded mark for each 24 hour period or part thereof that the submission is late. Late submissions will not be accepted after solutions have been discussed and/or made available.
Note: Further information on submitting an Application for Special Consideration can be found at https://students.mq.edu.au/study/my-study-program/special-consideration
Assessment Tasks
| Name | Weighting | Hurdle | Due |
|---|---|---|---|
| Report | 40% | No | Week 6 |
| Case study analysis | 20% | No | Week 8 |
| Presentation | 40% | No | Weeks 10 |
Report
Assessment Type 1: Report
Indicative Time on Task 2: 30 hours
Due: Week 6
Weighting: 40%
This is an individual assessment task where each student is to undertake an analysis of Service Quality for a company of their choice with the approval of the unit convenor. Cases will be determined in week 2.
Length: 2500 words
On successful completion you will be able to:
- Critically apply key concepts and theories to analyse problems and make recommendations.
- Make and argue recommendations on a suitable course of action for improving service marketing situations.
Case study analysis
Assessment Type 1: Case study/analysis
Indicative Time on Task 2: 14 hours
Due: Week 8
Weighting: 20%
This is an individual assessment task where each student is required to complete a case study analysis. The cases will be allocated in session 3. The details of case study analysis will be provided on iLearn.
On successful completion you will be able to:
- Critically apply key concepts and theories to analyse problems and make recommendations.
- Analyse and argue a case using evidence, frameworks and enhanced critical thinking.
- Make and argue recommendations on a suitable course of action for improving service marketing situations.
- Communicate disparate information in a way that enables others to make well-informed decisions.
Presentation
Assessment Type 1: Presentation
Indicative Time on Task 2: 16 hours
Due: Weeks 10
Weighting: 40%
The individual video report should concisely document the practical application of the relevant services marketing concepts and theories applied to a real-world problem the student faces in their workplace.
On successful completion you will be able to:
- Demonstrate knowledge of services marketing theories and practices through analysing concepts and case studies.
1 If you need help with your assignment, please contact:
- the academic teaching staff in your unit for guidance in understanding or completing this type of assessment
- the Writing Centre for academic skills support.
2 Indicative time-on-task is an estimate of the time required for completion of the assessment task and is subject to individual variation
Delivery and Resources
- Prerecorded lecture (on echo)
- Workshops
- Case study approach
- Theory applied to workplace scenario
Reading material will be posted on the iLearn site via Leganto.
Unit Schedule
Please refer to iLearn.
Policies and Procedures
Macquarie University policies and procedures are accessible from Policy Central (https://staff.mq.edu.au/work/strategy-planning-and-governance/university-policies-and-procedures/policy-central). Students should be aware of the following policies in particular with regard to Learning and Teaching:
- Academic Appeals Policy
- Academic Integrity Policy
- Academic Progression Policy
- Assessment Policy
- Fitness to Practice Procedure
- Grade Appeal Policy
- Complaint Management Procedure for Students and Members of the Public
- Special Consideration Policy (Note: The Special Consideration Policy is effective from 4 December 2017 and replaces the Disruption to Studies Policy.)
Students seeking more policy resources can visit the Student Policy Gateway (https://students.mq.edu.au/support/study/student-policy-gateway). It is your one-stop-shop for the key policies you need to know about throughout your undergraduate student journey.
If you would like to see all the policies relevant to Learning and Teaching visit Policy Central (https://staff.mq.edu.au/work/strategy-planning-and-governance/university-policies-and-procedures/policy-central).
Student Code of Conduct
Macquarie University students have a responsibility to be familiar with the Student Code of Conduct: https://students.mq.edu.au/study/getting-started/student-conduct
Results
Results published on platform other than eStudent, (eg. iLearn, Coursera etc.) or released directly by your Unit Convenor, are not confirmed as they are subject to final approval by the University. Once approved, final results will be sent to your student email address and will be made available in eStudent. For more information visit ask.mq.edu.au or if you are a Global MBA student contact globalmba.support@mq.edu.au
Student Support
Macquarie University provides a range of support services for students. For details, visit http://students.mq.edu.au/support/
Learning Skills
Learning Skills (mq.edu.au/learningskills) provides academic writing resources and study strategies to help you improve your marks and take control of your study.
The Library provides online and face to face support to help you find and use relevant information resources.
Student Services and Support
Students with a disability are encouraged to contact the Disability Service who can provide appropriate help with any issues that arise during their studies.
Student Enquiries
For all student enquiries, visit Student Connect at ask.mq.edu.au
If you are a Global MBA student contact globalmba.support@mq.edu.au
IT Help
For help with University computer systems and technology, visit http://www.mq.edu.au/about_us/offices_and_units/information_technology/help/.
When using the University's IT, you must adhere to the Acceptable Use of IT Resources Policy. The policy applies to all who connect to the MQ network including students.
Changes from Previous Offering
There is no more Final Exam.