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Module

MKT2008 : Services Marketing

  • Offered for Year: 2020/21
  • Module Leader(s): Dr Josephine Go Jefferies
  • Owning School: Newcastle University Business School
  • Teaching Location: Newcastle City Campus
Semesters
Semester 1 Credit Value: 10
Semester 2 Credit Value: 10
ECTS Credits: 10.0

Aims

The conventional 4Ps of the marketing mix are extended to 7Ps of the services marketing mix. Students will gain an appreciation and understanding of the practical application of the service mix in relation to a variety of service markets, both in the UK and globally.
To develop an understanding of the nature of services and practical issues relating to them. To begin to think independently and critically when considering reading material.
To understand the theoretical importance of service marketing.
The module will incorporate use of lectures to deliver key aspects of theory which will make use of
core texts, journal articles and other relevant materials.
The lectures will provide students with an opportunity to learn by interacting with academic teaching staff, industry guests and student peers alike.

Outline Of Syllabus

SEMESTER 1
–       Introduction to module and Overview of Service Marketing
–       Service Design and NSD
–       Service Offering
–       Managing Firms Physical Evidence
–       Value Creation
–       Service Delivery Process
–       Service Encounter

SEMESTER 2
–       Service Strategy: Managing the Service Experience
–       Ethical Issues in Service Marketing
–       Managing Service Employees and Customer Relationship Management
–       Assessing and Improving Service Delivery
–       Service Quality and Consumer Satisfaction
–       Service Failure and Recovery Strategies
–       Review

Teaching Methods

Please note that module leaders are reviewing the module teaching and assessment methods for Semester 2 modules, in light of the Covid-19 restrictions. There may also be a few further changes to Semester 1 modules. Final information will be available by the end of August 2020 in for Semester 1 modules and the end of October 2020 for Semester 2 modules.

Teaching Activities
Category Activity Number Length Student Hours Comment
Structured Guided LearningLecture materials181:0018:0018 hours of asynchronously delivered lecture materials
Guided Independent StudyAssessment preparation and completion164:0064:00N/A
Guided Independent StudyDirected research and reading150:0050:00N/A
Scheduled Learning And Teaching ActivitiesSmall group teaching61:006:006 small group moderated seminars or discussion boards (Synchronous)
Scheduled Learning And Teaching ActivitiesSmall group teaching91:009:009 small group seminars: Q&A sessions and scheduled activity (synchronous)
Scheduled Learning And Teaching ActivitiesDrop-in/surgery31:003:003 whole cohort seminars, Q&A and moderated discussion boards (synchronous)
Guided Independent StudyIndependent study150:0050:00N/A
Total200:00
Jointly Taught With
Code Title
MKT2045Services Marketing (Semester 2) for Erasmus / Study Abroad Students
MKT2044Services Marketing (Semester 1) for Erasmus / Study Abroad Students
Teaching Rationale And Relationship

During lectures, students will gain the basic theory and develop the knowledge required to appreciate and understand the main elements of Service Marketing

Case studies will also provide additional support and expand practical issues involved with implication and management of Service Marketing.

Seminars will enable students to develop their depth of understanding and appreciation of practical issues involved in Service Marketing. Teamwork and Oral Presentation will be used as a platform for students to demonstrate their critical thinking skills by analysing Service Marketing research based around specific topics covered during lectures. This will be facilitated by being introduced to and having practiced other key skills:- planning and organising, initiative, problem solving and computer and information literacy. Students will also be provided with more detail on good presentation skills by providing examples of both good and bad techniques, which students will analyse.

Assessment Methods

Please note that module leaders are reviewing the module teaching and assessment methods for Semester 2 modules, in light of the Covid-19 restrictions. There may also be a few further changes to Semester 1 modules. Final information will be available by the end of August 2020 in for Semester 1 modules and the end of October 2020 for Semester 2 modules.

The format of resits will be determined by the Board of Examiners

Exam Pairings
Module Code Module Title Semester Comment
MKT2045Services Marketing (Semester 2) for Erasmus / Study Abroad Students2N/A
Other Assessment
Description Semester When Set Percentage Comment
Essay1M502000 words
Essay2M502000 words
Formative Assessments
Description Semester When Set Comment
Computer assessment1MUse of tech-enabled learning e.g. Canvas MCQ quizzes for in-class revision
Computer assessment2MUse of tech-enabled learning, e.g. Canvas MCQ quizzes for in-class revision
Written exercise1MEssay outline (100 words) with annotated list of 3 key references to be submitted as an Appendix to final essay
Written exercise2MEssay outline (100 words) with annotated list of 3 key references to be submitted as an Appendix to final essay
Aural Examination1MIn-seminar small group presentations
Aural Examination2MIn-seminar small group presentations
Assessment Rationale And Relationship

The essay assesses students' knowledge and understanding of a wide range of services, marketing concepts and theories. The essay also assesses the students' critical thinking and their logical use of academic literature sources to make a persuasive argument.

Written communication will be assessed via the written assessment; interpersonal, oral presentation and planning and organising skills will be introduced, practised and assessed during seminars and during seminar presentations; Planning and organising will also be practised and assessed during seminar presentations, students’ group study and private study; Information literacy will be introduced and practised in lectures and seminars and assessed during the assignment; problem solving and initiative will be introduced and practised during lectures and seminars; adaptability will be introduced into seminars and can be used in student private study time to read around the subject; numeracy will not be included in module skills; computer literacy will be introduced and practiced during seminars and private study.

Reading Lists

Timetable