2019/20 Taught Postgraduate Module Catalogue
LUBS5472M International Services Marketing
15 creditsClass Size: 250
Module manager: Ghasem Zaefarian
Email: g.zaefarian@leeds.ac.uk
Taught: Semester 2 (Jan to Jun) View Timetable
Year running 2019/20
Module replaces
LUBS 5470MThis module is not approved as an Elective
Objectives
The module aims to assess and integrate the key concepts, theories, and frameworks within international services contexts. This will address required strategies and tactics for the development of strong customer relationships through quality services.The module focuses on knowledge needed to implement service strategies for competitive advantage across international services industries. Key learning is developed through individual essay to explore the application of services marketing theory and concepts in practice to address organisations’ contemporary services marketing problems.
Learning outcomes
On completion of this module students will be able to assess and evaluate:
- the challenges inherent in managing services and developing and delivering quality services
- issues impacting on the design and delivery of service satisfaction
- the 'gaps' model to diagnose problems in meeting service expectations
- detail strategies, tools and approaches for addressing the specific challenges faced in services marketing
- the value of these strategies by applying them in a business context
- an organisational opportunity to apply services marketing concepts and theories to resolve a business problem
- service strategies to improve overall perception of service quality within the organisation
Skills outcomes
On completion of this module students will be able to:
Subject specific skills
- Construct services strategies and plans from an international perspective to address a set business problem brief
- Formulate a distinctive approach to concepts and strategies for success in the design, development, implementation and evaluation of services
Transferable Skills
- Practice relevant workplace skills (for example communication skills (listening and questioning), teamwork, co-operation, meeting deadlines, and respect for diversity of opinions) through the use of co-operative learning exercises
Syllabus
Indicative Content:
International Services Marketing - characteristics and implications
Understanding the international consumer context
Service quality management at cross cultural level
International CRM
Managing International Services Recovery
Services Development and Design
Managing the International Servicecape
Delivering and performing services
Pricing of Services
Integrated services marketing communications - international perspective
Teaching methods
| Delivery type | Number | Length hours | Student hours |
| Lecture | 10 | 2.00 | 20.00 |
| Seminar | 10 | 1.00 | 10.00 |
| Private study hours | 120.00 | ||
| Total Contact hours | 30.00 | ||
| Total hours (100hr per 10 credits) | 150.00 | ||
Private study
Students are to spend minimum 80 hours of private study to read the relevant text-book chapters and recommended extra reading, i.e., journal articles. This also will include online research of good practice related to services marketing globally. Additionally, students are expected to spend around 30 hours of private study + 10 hours of group discussion to read and discuss seminar cases, researching the topic(s), planning the task, organising the thoughts and preparing preliminary answer to case questionsOpportunities for Formative Feedback
Student progress will be monitored continuously during the seminar exercises on a weekly basis. Also, students can receive further detailed feedback on their performance on case study analysis in the seminars from the module leader during office hours. Mock examinations questions and feedback will be incorporated into selective seminars.Methods of assessment
Exams
| Exam type | Exam duration | % of formal assessment |
| Standard exam (closed essays, MCQs etc) | 3 hr 00 mins | 100.00 |
| Total percentage (Assessment Exams) | 100.00 | |
The resit for this module will be 100% by 3hours examination
Reading list
The reading list is available from the Library websiteLast updated: 12/12/2018 10:48:53
Browse Other Catalogues
- Undergraduate module catalogue
- Taught Postgraduate module catalogue
- Undergraduate programme catalogue
- Taught Postgraduate programme catalogue
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