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Unit Guide
Trimester 2 2023
MAR302 – SERVICES MARKETING
TRIMESTER 2 2023
CONTACTS
Nguyễn Thị Mai Trang
Unit Instructor trangntm@ueh.edu.vn
Nguyễn Trường An
Program Administrator 17 Pham Ngoc Thach Street, District 3, HCM City
Phone: 08 54465555
UNIT OVERVIEW
The unit focuses on the unique challenges of marketing and managing services and delivering
quality service to customers. The attraction, retention, and building of strong customer relationships
through quality service and services are at the heart of the course content. The course is equally
applicable to organizations whose core product is service (e.g., banks, transportation companies,
hotels, hospitals, educational institutions, professional services, telecommunication, etc.) and to
organizations that depend on service excellence for competitive advantage (e.g., high technology
manufacturers, auto motive, industrial products, etc.).
The basic concepts covered in the unit include: the difference between marketing services versus
products; the role of the service encounter; the key drivers of service quality; the customer’s role in
service creation; service design and innovation; going beyond service to create customer
experiences; technology’ s impact on services; managing customer service expectations; and
customer service metrics.
PRE-REQUISITES
Assessment Information
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Gain an understanding of the distinct challenges faced by the managers of service firms
1.
compared to goods firms
2. Understand the unique challenges involved in marketing and managing services
3. Identify differences between marketing in services and manufacturing organizations
Identify and analyze the various components of the "services marketing mix"--the original
4.
4Ps plus the physical environment, processes, and people
5. Compare the distinct problems faced when moving across service industries
Understand and discuss key issues required in managing customer satisfaction and service
6.
quality
Appreciate the role of employees (and often customers) in service delivery, customer
7.
satisfaction, and service recovery.
Understand and utilize techniques and frameworks that allow management of processes in
8.
service firms more effectively
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appropriate solutions.
ASSESSMENT SUMMARY
VALUE
ASSESSMENT ITEM DUE DATE LEARNING OUTCOMES
(%)
1. Mid-term exam (individual) Session 10 15% ULO1-5
2. Group assignment TBA 15% ULO5-8
3. Class presentation 15% ULO1-7
4. Case study 5% ULO1-8
5. Final exam (individual) TBA 50% ULO4-7
Final marks and grades are subject to confirmation by the School Assessment Committees which
may scale, modify or otherwise amend the marks and grades for the unit, as may be required by
University policies.
Students will work in self-selected groups of four (or five) to complete a 10-15 page final
report by analyzing service quality of one service firm doing business in Vietnam. Students
should utilize the concepts and frameworks covered in course material in the written report.
All groups will be required to give a presentation in class highlighting the important points
of the report. Students also submit evaluations of each group members’ contributions to the
final project.
The group assignment will be evaluated according to the following criteria:
Report: To be 15 to 20 pages long of double-spaced text, 12 font type required. You will
need to cite any resources used for the project. The paper must cover services marketing
concepts as they relate to the services you are discussing.
Marking criteria
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Questionnaire/data collection 10
Cover required subjects 30
- Reliability
- Responsiveness
- Empathy
- Assurance
- Tangibility
Complete explanation of all key points 20
Recommendations 10
TOTAL 70
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The final exam will consist of a two hour closed book exam to be undertaken during the
formal examination period. The exam will cover all lecture materials and relevant textbook
chapters. The format of the exam will be a selection of discussion questions and multiple
choices. More information about the exam format will be given in class closer to the end of
the course.
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Teaching Activities
LEARNING RESOURCES
Textbook Zeithaml, V.A, Bitner, M.J., & Gremler, D.D. (2013). Services Marketing:
Integrating Customer Focus Across the Firm (6th International ed.). New York,
NY: McGraw-Hill. [ZBG]
Reference Lovelock, C.H., Patterson, P.G., and Wirtz, J. (2011), Services Marketing: An
Reading Asia-Pacific and Australian Perspective, 5th Edition, NSW, Australia: Pearson
Australia. [LPW]
E-learning http://elearning.isb.edu.vn/
SCHEDULE OF ACTIVITIES
Session PROGRAM SCHEDULE READINGS & ACTIVITIES
3 (Cont.)
10 Mid-term test
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Student assignments are to contain original content created by the students. Assignments will be
rejected if they include plagiarised content or contain excessive amounts of quoted/cited material
and minimal original content. Students will receive a grade of ZERO (0%) for any assignments
rejected for this reason. Written assignments WILL BE checked by the lecturer with Turnitin.com,
an online plagiarism-checking tool.
Sources
Furthermore, your reference to support your statements must be from a reliable source, such as
textbooks, additional reading materials, and reference books. However, many websites are not
reliable sources. Examples are Wikipedia.org, about.com, and ask.com. If you are not sure if a
reference is acceptable or not, please contact the lecturer.
Referencing & Citation
The Publication Manual of the American Psychological Association (APA) 6th ed., will serve as
the primary reference materials for all students. Therefore, all papers must be submitted in APA
format. The mechanics of student papers and work will be evaluated, as well as the content.
Submission
Assignment cover sheet
All assignments are required to be submitted with an Assignment Cover Sheet.
Group assignments are to be submitted with a Group Assignment Cover Sheet as well as a
Peer Evaluation Form depending on the request of unit instructor.
Non-contributing team members can sometimes be an issue with group-work structured assessment.
Individual student group work scores may be adjusted as a result of peer dissatisfaction with a
particular student’s contribution to group work assignments, as reflected in submissions of the
evaluation form.
Note:
Assignment cover sheets and the evaluation form can be located on MyISB system
Students are advised to keep a copy of all assignments submitted for marking.
Submission style
Submission method
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Soft copy: submitted electronically via E-learning system by 11:55 PM on the due date (Suggested
title: Student name_Unitname_Name of Assignment).
Hard copy: submitted to ISB Submission Box at the Reception Area (17 Pham Ngoc Thach) by the
due date.
Attendance
Students are required to attend a minimum of 80% of all classes (which normally 12/15 sessions).
Other cases equating to an absence:
Arriving to class late by 15 minutes at the beginning,
Arriving late by 5 minutes after the break
Leaving prior to the scheduled end time without the permission of the lecturer
If you are unable to attend any session, please let your lecturer know AND submit a request for
absence form to program administrator prior to the session.
IMPORTANT: Students will not be allowed to sit in the final examination if violating the
above absence rule.
IMPORTANT: If you are in violation of these policies you will be excused from class and an
absence will be assessed.
Email etiquette
Your lecturers receive many emails each day. In order to enable them to respond to your emails
appropriately and in a timely fashion, students are asked to follow basic requirements of professional
communication.
Your emails should:
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Have a concise and descriptive title, including the class and name of the unit you are
enquiring about
Be clear about the intention of their emails
Use appropriate tone and language, proof-read what is written in the email before sending it.
Students should also allow 3-4 working days for a response before following up. If the matter is
legitimately urgent, you may indicate “URGENT” in the email subject header.
Make an appointment: If your email request is complex and requires a lengthy response it may be
probably best to make an appointment with your lecturer/instructor to meet in person.
IMPORTANT:
First violation will result in a grade ZERO (0%) for that assignment.
Second violation will result in a failing course grade.
Additional information
This unit guide may be revised at the discretion of the Academic Department with approval from
Program Academic Director and School Academic Committee where appropriate.
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