Service Management - CB520

Location Term Level Credits (ECTS) Current Convenor 2018-19
(version 2)
View Timetable
6 15 (7.5)


Students will normally have taken CB514 Operations Management


Available to short-term/exchange students



A synopsis of the curriculum
Students will be expected to develop the ability to use appropriate techniques of analysis and enquiry within Operations and Service Management and to learn how to evaluate the alternatives and make recommendations. Topics include:
• The nature of services and service strategy
• Service development and technology
• Service quality and the service encounter
• Project/Event management and control
• Managing capacity and demand in services
• Managing inventories


This module appears in:

Contact hours

Lectures: 22
Seminars: 4
Independent study: 124

Total hours: 150

Method of assessment

Examination – 2 hour unseen 70%
Moodle Test One 7.5%
Moodle Test Two 22.5%

Indicative reading

Please refer to the TALIS Reading List
Fitzsimmons, JA. and Fitzsimmons MJ., (2011). Service Management, 7th edition, McGraw-Hill.
Johnston, R. and Clark, G., (2012), Service Operations Management, 4th Edition, FT Prentice Hall. 
Wilson, Zeithaml, Bitner and Gremler, (2012), Services marketing: integrating customer focus across the firm, 2nd edition, McGraw-Hill.

See the library reading list for this module (Canterbury)

See the library reading list for this module (Medway)

Learning outcomes

The intended subject specific learning outcomes
11.1 Be familiar with the nature of operations in services and understand how effective service design and delivery can contribute to the organisation's objectives.
11.2 Know and apply a variety of techniques and analysis frameworks used by service managers to help them make decisions.
11.3 Understand decision making in services and its application to managing: projects and events, capacity and demand, controlling and improving quality.
11.4 Utilise appropriate concepts and models for the analysis and evaluation of service management problems.
11.5 Through case study and exercise work, be able to investigate problems, evaluate solutions and present recommendation.

The intended generic learning outcomes
12.1 Problem solving and decision taking skills.
12.2 Communication and writing skills.
12.3 The ability to work with complex material.
12.4 The ability to analyse problems and identify appropriate solutions.
12.5 The ability to work and study independently and utilise resources effectively.
12.6 Self-management skills.

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