MM314 Services Marketing

Updated: 28 April 2017
Credit Points 6
Responsible Campus Teaching Period Mode of Study
Armidale Trimester 2 Off Campus
Intensive School(s) None
Supervised Exam There is a UNE Supervised Examination held at the end of the teaching period in which you are enrolled.
Pre-requisites 48cp and MM110 or candidature in GradCertNDISBusDEv
Co-requisites None
Restrictions MM214 or MM312
Notes None
Combined Units MM514 - Services Marketing
Coordinator(s) Jennifer Rindfleish (
Unit Description

This unit gives students the skills to develop a distinct set of competencies for marketing in service industries. Students will critically evaluate and learn how to design, manage and evaluate the processes and performance of a service business so that they can better meet the needs of their customers. The unit analyses the essential nature of services and the role of service quality including the employees' role in service delivery and the ways to best manage the 'emotional load' for service workers. Students will also investigate the implementation of profitable service strategies, effective change management processes and service leadership models that are unique to service firms.

Important Information

Where calculators are permitted in examinations, it must be selected from an approved list, which can be accessed from the Further Information link below.

Further information

Prescribed Material


Note: Students are expected to purchase prescribed material. Please note that textbook requirements may vary from one teaching period to the next.

Services Marketing: Concepts, Strategies, and Cases

ISBN: 9781285429786
Hoffman, K.D., Cengage Learning US 5th ed. 2016

Text refers to: Trimester 2, Off Campus

Disclaimer Unit information may be subject to change prior to commencement of the teaching period.
Title Exam Length Weight Mode No. Words
Compulsory Assignment 1 25% 1500
Assessment Notes

Written assignment

Relates to Learning Outcomes (LO)

LO: 1-4

Compulsory Assignment 2 35% 2500
Assessment Notes

Written assignment

Relates to Learning Outcomes (LO)

LO: 1-4

Compulsory Final Examination 2 hrs 15 mins 40%
Assessment Notes

Students must obtain at least 50% in the examination (and at least 50% overall) to receive a pass (or better) in the unit.

Relates to Learning Outcomes (LO)

LO: 1, 2, 4

Learning Outcomes (LO) Upon completion of this unit, students will be able to:
  1. critically evaluate the differences between goods and services;
  2. analyse and discuss the marketing implications of these differences;
  3. demonstrate an in-depth knowledge of services marketing concepts and apply a range of analytical tools designed specifically for services marketing; and
  4. display an expert knowledge of the tenets of relationship marketing.