Module Catalogues, Xi'an Jiaotong-Liverpool University   
Module Code: IFB207TC
Module Title: Service Management
Module Level: Level 2
Module Credits: 2.50
Academic Year: 2021/22
Semester: SEM1
Originating Department: School of Intelligent Finance and Business
Pre-requisites: N/A
Western economies are dominated by services. Indeed, more than two-thirds of the workforce in many countries are designated as service employees.

Since today service sectors also dominate the economies of most developed nations. Most part of the business strategy has specific business units that provide service operations. This is in order to have competitive edge in market and increase customer satisfaction level.

Consequently, the broad aim of this module is to introduce students to the concept of how to successfully manage service operation.

Throughout the module, students will be provided with the tools to critically evaluate the theoretical aspects of services management.

At the same time, students will be expected to reflect on how theory translates into practice, and will be encouraged to select appropriate services management frameworks to analyse specific service organisations and sectors.

The module stresses the distinctiveness of services management wherein non-tangible aspects play key role in customer satisfaction.

Practical application of theoretical services management material is examined within a diverse range of sectors including financial services, hotels, restaurants, airlines, universities, theme parks, and charities.

Management of customer satisfaction and perceived service quality are themes that are interwoven into all of the components of the module syllabus.

The module endeavours to provide a challenging and supportive learning environment for students by enhancing the key skills and subject knowledge appropriate to pursuit of a career in services industry.
Learning outcomes 
A. Critically analyze service operations, and how to efficiently address hurdles while operating services.

B. Understand and formulate a strategic vision for successful service management.

C. Use a variety of quantitative tools and models required to manage in this complex environment.

D. Understand how the digital internet era has started playing in redefining service operations.
Method of teaching and learning 
A variety of service operational decision issues like: how to simulate service operations, location decision, layout considerations, labour and capacity planning / measurement, pricing strategy and differential pricing will be addressed.

Students will experience how to model service operations and take important decisions using spread sheet tools.
The class coverage can be broadly categorized as:

• managing variability in services,

• Classification of Services

• the operations/marketing interface,

• Physical Evidence / The Servicescape

• Managing Processes

• People (Employee & Customer) Management

• demand and revenue management and

• service quality and human resource issues
Delivery Hours  
Lectures Seminars Tutorials Lab/Prcaticals Fieldwork / Placement Other(Private study) Total
Hours/Semester 14    7      54  75 


Sequence Method % of Final Mark
1 Presentation 50.00
2 Final Exam 50.00

Module Catalogue generated from SITS CUT-OFF: 10/21/2020 7:01:29 PM