Studying online
There are now 2 possible online modes for units:
Units with modes Online timetabled and Online flexible are available for any student to self-enrol and study online.
Click on an offering mode for more details.
Unit Overview
- Description
Delivering a relevant and reliable customer experience is critical to the overall business performance. Customer experience management is increasingly concerned with the long-term evolution of customer experience in service industries such as airlines, telecommunications, travel and tourism, hospitality, retailing and entertainment. Firms must make a concerted effort to provide consistent and frictionless customer experience. This unit provides students with skills to build and create memorable consumer experiences. The emphasis is on designing the ultimate customer experience in the phygital (i.e. a space where physical and digital mediums merge to render services) world. The dominant logic of this unit is on consumer/experience-centric logic.
- Credit
- 6 points
- Offering
Availability Location Mode Not available in 2024 UWA (Perth) Face to face - Details for undergraduate courses
- Level 2 option in the Marketing major sequence
- Level 2 elective
- Outcomes
Students are able to (1) explain the importance of services marketing and its role in marketing; (2) apply services marketing concepts to group project, weekly exercises and activities; (3) critically evaluate service processes through analytic tools and applying relevant concepts; (4) demonstrate effective oral and written communication skills in different contexts; and (5) develop effective teamwork competencies through group project and tutorial facilitation activities.
- Assessment
Indicative assessments in this unit are as follows: (1) preparation & participation; (2) team project; and (3) final examination. Further information is available in the unit outline.
Student may be offered supplementary assessment in this unit if they meet the eligibility criteria.
- Unit Coordinator(s)
- Associate Professor Sanjit Roy
- Unit rules
- Prerequisites
- Successful completion ofMKTG1203 Introduction to Marketing
- Incompatibility
- Successful completion ofMKTG3311 Experiential Marketing
- Contact hours
- lectures/tutorials/seminars/workshops: up to 3 hours per week
- The availability of units in Semester 1, 2, etc. was correct at the time of publication but may be subject to change.
- All students are responsible for identifying when they need assistance to improve their academic learning, research, English language and numeracy skills; seeking out the services and resources available to help them; and applying what they learn. Students are encouraged to register for free online support through GETSmart; to help themselves to the extensive range of resources on UWA's STUDYSmarter website; and to participate in WRITESmart and (ma+hs)Smart drop-ins and workshops.
- Visit the Essential Textbooks website to see if any textbooks are required for this Unit. The website is updated regularly so content may change. Students are recommended to purchase Essential Textbooks, but a limited number of copies of all Essential Textbooks are held in the Library in print, and as an ebook where possible. Recommended readings for the unit can be accessed in Unit Readings directly through the Learning Management System (LMS).
- Contact hours provide an indication of the type and extent of in-class activities this unit may contain. The total amount of student work (including contact hours, assessment time, and self-study) will approximate 150 hours per 6 credit points.
Face to face
Predominantly face-to-face. On campus attendance required to complete this unit. May have accompanying resources online.
Online flexible
100% Online Unit. NO campus face-to-face attendance is required to complete this unit. All study requirements are online only. Unit is asynchronous delivery, with NO requirement for students to participate online at specific times.
Online timetabled
100% Online Unit. NO campus face-to-face attendance is required to complete this unit. All study requirements are online only. Unit includes some synchronous components, with a requirement for students to participate online at specific times.
Online Restricted
Not available for self-enrolment. Students access this mode by contacting their student office through AskUWA. 100% Online Unit.
NO campus face-to-face attendance. All study and assessment requirements are online only. Unit includes some timetabled activities, with a requirement for students to participate online at specific times. In exceptional cases (noted in the Handbook) students may be required to participate in face-to-face laboratory classes when a return to UWA’s Crawley campus becomes possible in order to be awarded a final grade.
External
No attendance or regular contact is required, and all study requirements are completed either via correspondence and/or online submission.
Off-campus
Regular attendance is not required, but student attends the institution face to face on an agreed schedule for purposes of supervision and/or instruction.
Multi-mode
Multiple modes of delivery. Unit includes a mix of online and on-campus study requirements. On campus attendance for some activities is required to complete this unit.