BMGT30210 Service and Customer Experience Management

Academic Year 2023/2024

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.

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Curricular information is subject to change

What will I learn?

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.

How will I learn?

Student Effort Type	Hours
Small Group	36
Specified Learning Activities	50
Autonomous Student Learning	30
Total	116

Am I eligible to take this module?

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.

How will I be assessed?

Assessment Strategy

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

Carry forward of passed components
Yes

What happens if I fail?

Resit In	Terminal Exam
Autumn	Yes - 2 Hour

Assessment feedback

Feedback Strategy/Strategies

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

How will my Feedback be Delivered?

Not yet recorded.

When is this module offered?


Spring
Lecture	Offering 1	Week(s) - 20, 21, 22, 23, 24, 25, 26, 29, 30, 31, 32, 33	Tues 13:00 - 14:50