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


Service is increasingly recognised as a source of competitive advantage and a means of creating customer value. Service organisations dominate Western economies such as Australia. However, service also represents the key to growth for manufacturing organisations such as GE and IBM. The unit focuses on the unique challenges of managing services to deliver quality service to customers. The attraction, retention and building of strong relationships with some customers is the focus of the unit. It is equally applicable to pure services (e.g. banking, professional services and telecoms) and to manufacturers (e.g. high technology equipment). Application of theory and practice using both traditional media and the Internet is addressed.

6 points
(see Timetable)
Semester 2UWA (Perth)Face to face

Students are able to (1) explain the unique aspects of services marketing compared to traditional goods marketing and apply these in the business environment; (2) identify the various services model and theories and practice of such models and theories; (3) develop marketing strategy recommendations based on a given scenario; (4) critically evaluate and address services marketing challenges; and (5) develop more effective communication skills.


Indicative assessments in this unit are as follows: (1) participation; (2) group project ; and (3) tests. 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)
Saadia Shabnam
Contact hours
lecture/seminar: 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.
  • Unit readings, including any essential textbooks, are listed in the unit outline for each unit, one week prior the commencement of study. The unit outline will be available via the LMS and the UWA Handbook one week prior the commencement of study. Reading lists and essential textbooks are subject to change each semester. Information on essential textbooks will also be made available on the Essential Textbooks. This website is updated regularly in the lead up to semester so content may change. It is recommended that students purchase essential textbooks for convenience due to the frequency with which they will be required during the unit. A limited number of textbooks will be made available from the Library in print and will also be made available online wherever possible. Essential textbooks can be purchased from the commercial vendors to secure the best deal. The Student Guild can provide assistance on where to purchase books if required. Books can be purchased second hand at the Guild Secondhand bookshop (second floor, Guild Village), which is located on campus.
  • 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.