TROY UNIVERSITY
MASTER SYLLABUS
SORRELL COLLEGE OF BUSINESS
MKT 3364
Services Marketing
Prerequisites
MKT 3300.
Description
Understand the nature of services marketing and its critical contribution to marketing success.
Topics include customer expectations and perceptions in the design of service processes and
standards.
Objectives
On completion of the course, the student should be able to:
1.
2.
3.
4.
Compare and contrast the differences between services and physical goods and explain
how these differences translate into strategic direction.
Describe what quality means in service delivery and how perceptions of service quality
are developed by customers.
Explain the impact of external and internal issues on effective service environments.
Design a service blueprint including a plan for service delivery and service recovery.
Purpose
To provide an overview of the principles, concepts, process, and analytical skills necessary for
identifying, researching, and providing relevant information for marketing management
decision-making. Marketing concentration requirement.
Master Syllabi are developed by the senior faculty in each business discipline. This Master Syllabus must be used as the basis for developing the
instructor syllabus for this course, which must also comply with the content specifications outlined in the Troy University Faculty Handbook.
The objectives included on this Master Syllabus must be included among the objectives on the instructor’s syllabus, which may expand upon the
same as the instructor sees fit. The statement of purpose seeks to position the course properly within the curriculum and should be consulted by
faculty as a source of advisement guidance. Specific choice of text and other details are further subject to Program Coordinator guidance.
1 August 2005
Master Syllabus: MKT 3364
2
Approved Texts
Zeithaml, V., Bitner, M. J., & Gremler, D. D. (2013 or current). Services marketing (6th ed.).
Boston, MA: McGraw-Hill.
Troy University Faculty Handbook (2010): Section 3.9.2.8 [extract] — essential elements of the syllabus (somewhat modified for space):
1. Course title
2. Course number +
section
3. Term
4. Instructor
5. Prerequisites
6. Office hours
7. Class days, times
8. Classroom
location
9. Office location +
e-mail address
10. Office telephone
11. Course
description,
objectives
12. Text(s)
13. Other materials
14. Grading methods, 16. General supports
criterion weights,
(computer works,
make-up policy,
writing center)
mid-term grade
17. Daily assignments,
reports
holidays, add/drop
15. Procedure, course
& open dates, dead
requirements
day, final exam
18. ADA statement
19. Electronic device
statement
20. Additional
services,
statements
21. Absence policy
22. Incomplete-work
policy
23. Cheating policy
24. Specialization
requirements
(certification,
licensure, teacher
competencies)