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Managing Service Relationships (PG)

Subject Code:


Subject Aim:

This subject provides future managers and decision-makers working in hospitality, tourism, professional services and other service-focused disciplines with the knowledge and skills to develop and enhance the vital service relationships that underpin services management in a highly competitive global environment. Topics associated with the ‘science’ of service are dealing with management measurement functions and outcomes, including capacity and demand management, service quality and customer satisfaction, and service failure and recovery.

Learning Outcomes:

  • Demonstrate advanced knowledge of the nature, scope and role of service relationships in the economies of nations and in world commerce and how to maintain the relationship between stakeholders.
  • Recognise the service function relationships in different industries or disciplines and how those relationships can contribute to creating and sustaining competitive advantage locally and internationally.
  • Identify and analyse ways to improve the quality of service relationships in terms of mutual interest and social responsibility as well as business ethics.
  • Demonstrate creative and strategic thinking so as to make optimal decisions regarding managing service location, demand and inventory, and communicate this in an engaging manner.
  • Use critical thinking to develop and assess blueprints of service delivery to identify failure points and resolutions.
  • Demonstrate the high-order thinking skills for sourcing, analysing and synthesising information, which can be applied for effective and innovative solutions to current and future problems.

Student Assessment:

Exams will take place in weeks 15 & 16. Please refer to the official Exam Timetable for further information.

Detailed instructions and marking rubrics for all assessments will be posted in the Assessments section of the subject Moodle site.