Short Title:International Services Management
Full Title:International Services Management
Language of Instruction:English
Module Code:INTL H2000
 
Credits: 5
Field of Study:Business & Administration
Module Delivered in 5 programme(s)
Reviewed By:Christine Nangle
Module Author:Caroline Tansey
Module Description:Service business are a major contributor to GDP across the globe in developed and developing countries. This module will introduces students to the specifics of managing a service business.
Learning Outcomes
On successful completion of this module the learner will be able to:
LO1 Recognise the importance of services in a global business context.
LO2 Identify the characteristics of a service business and the implications for management.
LO3 Assess the concept of capacity and demand in a service environment.
LO4 Discuss the importance managing service people for competitive advantage.
LO5 Examine the importance of effective processes in service management.
LO6 Examine the dimensions of service quality.
 

Module Content & Assessment

Course Work
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Assignment Evaluation of a service environment. Presentation only. 3,4,5,6 30.00 Week 6
End of Module Formal Examination
Assessment Type Assessment Description Outcome addressed % of total Assessment Date
Formal Exam Essay format. Five questions answer three. 1,2,3,4,5,6 70.00 End-of-Semester

TU Dublin – Tallaght Campus reserves the right to alter the nature and timings of assessment

 

Module Workload

Workload: Full Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lectures. Case studies. Video. Guest Speakers. 3.00 Every Week 3.00
Independent Learning Reading. Assignments. Case studies. 6.00 Every Week 6.00
Total Weekly Learner Workload 9.00
Total Weekly Contact Hours 3.00
Workload: Part Time
Workload Type Workload Description Hours Frequency Average Weekly Learner Workload
Lecture Lectures. Case studies. Video. Guest speakers. 2.00 Every Week 2.00
Independent Learning Reading. Assignments. Case studies. Guest speakers. 7.00 Every Week 7.00
Total Weekly Learner Workload 9.00
Total Weekly Contact Hours 2.00
 

Module Resources

Required Book Resources
  • James A. Fitzsimmons, Mona J. Fitzsimmons 2014, Service management, 8th Ed., New York; McGraw-Hill [ISBN: 9781259010651]
Recommended Book Resources
  • Christian Grönroos 2015, Service management and marketing, 4th Ed., Chichester; John Wiley & Sons [ISBN: 9781118921449]
  • Bart Van Looy, Paul Gemmel, Roland Van Dierdo 2013, Services management, 3rd Ed., Harlow; Financial Times Prentice Hall [ISBN: 9780273732037]
This module does not have any article/paper resources
Other Resources
  • Journal: Journal of Services Management
  • Journal: Journal of Services Marketing
  • Journal: International Journal of Services and Operations Management
 

Module Delivered in

Programme Code Programme Semester Delivery
TA_BAMNG_B Bachelor of Business (Honours) in Management 3 Elective
TA_BITNL_B Bachelor of Business (Hons) International Business 3 Mandatory
TA_BAMNG_D Bachelor of Business in Management 3 Elective
TA_BITNL_D Bachelor of Business International Business 3 Mandatory
TA_BADMN_C Higher Certificate in Business in Business Administration 3 Mandatory