| Occurrence | Teaching period |
|---|---|
| A | Semester 2 2024-25 |
This module redefines marketing in terms of longer-term relationships and is concerned with how the various tools of marketing and management can be used for analysing, planning and implementing for successful marketing and service provision sustainably. It aims to develop students’ capacity to learn and engage with:
The marketing planning process
The need to build up long-term, trusting relationships with customers and various stakeholder groups in an age of increasing media specialisation and increasing criticisms of marketing from a range of stakeholders
The role of service marketing strategies in the maintenance of a coherent and consistent image of an organization
The opportunities and challenges of implementing marketing and management across national, linguistic and cultural borders.
Academic and graduate skills
Analyse organisations to identify how operational realities associated with time, cost, and quality, influence their marketing and management decisions.
Apply critically the appropriate tools, methods and frameworks of marketing management to make suitable recommendations for sustainable improvement in a global context.
Critically analyse and evaluate evidence in the assessment of competing approaches in marketing.
Skills - related learning outcomes
Demonstrate ability to work both independently and in teams, set goals, and complete tasks within deadlines.
Produce logical and structured arguments supported by relevant evidence.
Subject content
Understand and apply the service operations processes and marketing planning processes in various contexts, including: business to consumer, business-to-business and industrial marketing, government and not-for-profit sectors. Examples will be given from service industries (financial, legal and medical services), retail, supply chain and logistics, and public services.
Critically appraise the developments in marketing thought from a goods-dominant to a service-dominant logic.
Evaluate and apply the concepts and strategies of services and relationship marketing, including their economics, plans for partnership marketing and the role of direct marketing techniques in building successful marketing relationships.
Create solutions to complex business and marketing problems in a global services environment.
| Task | % of module mark |
|---|---|
| Essay/coursework | 100 |
None
| Task | % of module mark |
|---|---|
| Essay/coursework | 100 |
Each student will receive a feedback sheet with detailed comments on his/her assessment, explaining how the student performed in relation to each of the criteria used for assessment
At the end of term a self-evaluation of the course to be approved by the Board of Examiners and uploaded on to the VLE
The timescale for the return of feedback will accord with SBS policy.
Wilson, A., Zeithaml, V.A., Bitner, M.J. and Gremler, D.D. (latest European edition), Services Marketing: Integrating Customer Service Across the Firm. McGraw Hill.
Wirtz, J. and Lovelock, C. (latest edition), Services Marketing: People, Technology, Strategy. World Scientific Publishing Company.
McDonald, M., Frow, P. and Payne, A. (latest edition) Marketing Plans for Services: A complete guide, Wiley.