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This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.
Please note that given the circumstances of COVID-19, there may be some modifications to the assessment schedule promoted in Handbook for Semester 1 2020 Units. Students will be notified of all approved modifications by Unit Coordinators via email and Unit Blackboard sites. Where changes have been made, these are designed to ensure that you still meet the unit learning outcomes in the context of our adjusted teaching and learning arrangements.
This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service in the sectors of hospitality, tourism, events, and sport. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. The unit places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today. Case studies and exercises are used to illustrate quality service issues within the services industry context.
On completion of this unit students should be able to:
Students will attend on campus classes as well as engage in learning activities through ECU Blackboard.
| Joondalup | Mount Lawley | South West (Bunbury) | |
|---|---|---|---|
| Semester 2 | 13 x 3 hour seminar | Not Offered | Not Offered |
For more information see the Semester Timetable
Students will engage in learning experiences through ECU Blackboard as well as additional ECU learning technologies.
The teaching and learning approach is enhanced through in-class and on-line discussions, where the skills of communicating effectively, critical appraisal and the ability to generate ideas are emphasised. Engaged teaching and learning is applied through guest speakers and field trips, where learners are exposed to industry relevant information, networking opportunities and the awareness and development of sustainability concepts. Where appropriate, cross cultural awareness, including Aboriginal and Torres Strait Islander perspectives, as it relates to the services industry profession are highlighted. Students are required to complete individual assessment items which are assessed for quality academic and professional standards, including written communication (structure, language and conventions), oral communication, critical analysis (depth of thought, development of argument, logical analysis and insight), depth and breadth of coverage, and the ability to research effectively using both academic and contemporary sources.
GS1 GRADING SCHEMA 1 Used for standard coursework units
Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant Board of Examiners.
| Type | Description | Value |
|---|---|---|
| Report | Individual Report | 20% |
| Assignment | Individual Service Experience Management Plan | 40% |
| Examination | Final Examination | 40% |
| Type | Description | Value |
|---|---|---|
| Report | Individual Report | 20% |
| Assignment | Individual Service Experience Management Plan | 40% |
| Examination | Final Examination | 40% |
For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.
Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:
Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.
The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.
HOS2325|2|1
This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.
Please note that given the circumstances of COVID-19, there may be some modifications to the assessment schedule promoted in Handbook for this unit. All assessment changes will be published by 27 July 2020. All students are reminded to check handbook at the beginning of semester to ensure they have the correct outline.
This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service in the sectors of hospitality, tourism, events, and sport. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. The unit places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today. Case studies and exercises are used to illustrate quality service issues within the services industry context.
On completion of this unit students should be able to:
Students will attend on campus classes as well as engage in learning activities through ECU Blackboard.
| Joondalup | Mount Lawley | South West (Bunbury) | |
|---|---|---|---|
| Semester 2 | 13 x 3 hour seminar | Not Offered | Not Offered |
For more information see the Semester Timetable
Students will engage in learning experiences through ECU Blackboard as well as additional ECU learning technologies.
The teaching and learning approach is enhanced through in-class and on-line discussions, where the skills of communicating effectively, critical appraisal and the ability to generate ideas are emphasised. Engaged teaching and learning is applied through guest speakers and field trips, where learners are exposed to industry relevant information, networking opportunities and the awareness and development of sustainability concepts. Where appropriate, cross cultural awareness, including Aboriginal and Torres Strait Islander perspectives, as it relates to the services industry profession are highlighted. Students are required to complete individual assessment items which are assessed for quality academic and professional standards, including written communication (structure, language and conventions), oral communication, critical analysis (depth of thought, development of argument, logical analysis and insight), depth and breadth of coverage, and the ability to research effectively using both academic and contemporary sources.
GS1 GRADING SCHEMA 1 Used for standard coursework units
Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant Board of Examiners.
| Type | Description | Value |
|---|---|---|
| Test | Online Test | 30% |
| Report | Service Audit Report | 30% |
| Assignment | Online Assessment | 40% |
| Type | Description | Value |
|---|---|---|
| Test | Online Test | 30% |
| Report | Service Audit Report | 30% |
| Assignment | Online Assessment | 40% |
For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.
Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:
Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.
The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.
HOS2325|2|2