Key facts
UNE unit code: MM514
*You are viewing the 2026 version of this unit which may be subject to change in future.
- Not offered in 2026
- Yes
- No
- Yes
- 6
Unit information
From hospitality to healthcare and many other areas, marketing intangible services takes a distinct approach compared with marketing tangible products.
Studying this unit will equip you with the specialist set of services marketing related knowledge, skills, abilities and competencies you need to meet the future of work demands in the service industries.
You will learn to design, manage and critically evaluate the processes and performance of a service business to better meet the customers’ evolving needs.
Analysing the essential nature of services and the role of service quality, you will examine the part that people play in delivering services and how to best manage the ‘emotional load’ for service workers.
Exploring the unique attributes of service firms, you will investigate ways to implement profitable service strategies, effective change management service processes and service leadership models.
Intensive schools
There are no intensive schools required for this unit.
Enrolment rules
Notes
Please refer to the student handbook for current details on this unit.
Unit coordinator(s)
Learning outcomes
Upon completion of this unit, students will be able to:
- demonstrate an advanced and integrated knowledge of services marketing theories and concepts and apply these to services marketing problems;
- use a range of cognitive, communication and research skills to investigate, analyse, synthesise and reflect critically on relevant services marketing theories, concepts and methodologies to solve complex services marketing problems;
- work independently to plan and execute tasks to enhance professional knowledge and skills in services marketing; and
- demonstrate the ability to recognise, reflect on, and respond appropriately to a range of ethical, cultural or social issues influencing the practice of services marketing.
Assessment information
Assessments are subject to change up to 8 weeks prior to the start of the teaching period in which you are undertaking the unit.
| Title | Must Complete | Weight | Offerings | Assessment Notes |
|---|---|---|---|---|
| Assignment 1 | Yes | 20% | All offerings | Essay. No. Words: 2000 |
| Assignment 2 | Yes | 30% | All offerings | Essay. No. Words: 3000 |
| Final Examination - Assurance Task | Yes | 50% | All offerings | There is a supervised exam during the teaching period in which you are enrolled. The exam will be offered online with supervision via webcam and screen sharing technology. Coordinated by UNE Exams Unit. Students must obtain at least 50% in the examination (and at least 50% overall) to receive a pass or better in the unit. |
Learning resources
Textbooks are subject to change up to 8 weeks prior to the start of the teaching period in which you are undertaking the unit.
Note: Students are expected to purchase prescribed material. Please note that textbook requirements may vary from one teaching period to the next.
Services Marketing: Concepts, Strategies, and Cases
ISBN: 9781285429786
Hoffman, K.D. and Bateson, J.E.G., Cengage Learning US 5th ed. 2016
Text refers to: All offerings
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