Services and Relationship Marketing Management

Course code GSBS6015Units 10Level 6000Faculty of Business and LawNewcastle Business School

The importance of services and relationship marketing management for growth in developed economies has led business to characterise the creation and delivery of intangible value as a characteristic of service-dominant economies. The major course focus is upon the creation and provision of customer perceived value to a variety of audiences, consumers, businesses and employees through intangible experiences and managed long-term relationships. Services possess unique characteristics relative to tangible dominant views of the world which need to be fully understood. These characteristics justify consideration of whether traditional marketing management concepts and models need to be adapted to better account for service-dominant economies and for the successful management of business relationships.

The course addresses how to improve service quality, increase and maintain customer satisfaction levels, generates customer loyalty, and creates a healthy service culture within the firm, in interactions with customers and when marketing relationships are involved. Emphasis is upon both the extended services marketing mix, and the relationship marketing continuum, including personalisation aspects relevant to contemporary e-environments, and the importance of a thorough understanding of the importance of ethics and social responsibility issues in marketing.

Available in 2014

Newcastle City PrecinctTrimester 2
WebLearn GradSchoolTrimester 1, Trimester 3
Previously offered in 2013, 2012
ObjectivesOn successful completion of this course students will be able to:
1. Explain and demonstrate how service products differ from tangible goods, and how this impacts on design and execution of marketing strategies.
2. Apply the extended services marketing mix to develop a product or marketing strategy for an organisation.
3. Recognise service quality and productivity issues and key success factors in the creation of service based competitive advantage;
4. Evaluate the implications of establishing long-term relationships with a variety of audiences
5. Reflect critically on services and relationship marketing from both the perspective of consumer, and marketer
6. Develop marketing strategies for delivering value to stakeholders with a view to fostering loyalty;
7. Assess and explain the role that information and communication technologies play in supporting services and relationship marketing;
8. Recognise the importance of ethics and socially responsible behaviour to services and relationship marketing practice.
ContentThe lecture topics for this course include:
1. Service Frameworks and Blueprinting
2. Consumer behaviour and the service environment
3. STP analysis and yield management
4. Managing capacity and demand; Pricing and communications strategies for services
5. Service quality (the GAPS model), customer satisfaction and service productivity
6. The customer service function; Complaints and service recovery.
7. ICT, services internationalization and globalization;
8. Loyalty issues and Relationship Marketing
9. Relationship drivers; Relationship technologies; The relationship marketing plan
10.Overview of relationship economics for relationship management
11.Managing relationships and strategic issues; The strategy continuum
12.Emerging issues in Services and Relationship Marketing
Replacing Course(s)This course replaces GSBS6111 Services Marketing Management.
TransitionThis course is not available to students who have completed GSBS6111 Services Markting Management. GSBS6015 will be a replacement course for GSBS6111 for continuing students.
Industrial Experience0
Assumed KnowledgeGSBS6005 Marketing Management and Planning
Modes of DeliveryDistance Learning : IT Based
Internal Mode
Teaching MethodsLecture
Assessment Items
Essays / Written AssignmentsGroup Reflective journal
Individual Research report
Examination: Formal
Presentations - ClassIndividual presentation of research report
Contact HoursLecture: for 3 hour(s) per Week for Full Term
Timetables2014 Course Timetables for GSBS6015