This course will equip you with the knowledge and skills necessary to work as an effective executive in the service economy. You will examine the characteristics of service, recognise the unique challenges involved in service provision and strategies to manage, innovate, communicate and implement solutions successfully that are appropriate to various stakeholders. Specifically, this course requires you to leverage on evidence-based information and research to critically analyse services issues and opportunities, in order to design innovative service solutions.


Course coordinator

Ms Theresa Saldanha - School of Economics, Finance and Marketing

Learning outcomes

On successful completion of this course, you will be able to:

  • Apply relevant service theories, models and frameworks to evaluate business situations;
  • Develop appropriate service strategies and tactics to improve business outcomes;
  • Demonstrate critical and innovative thinking to evaluate alternative service strategies and in doing so, find an effective solution that will best benefit various stakeholders;
  • Draw on appropriate data sources through your research effort to justify your service solutions to a business strategy;
  • Implement and manage service solutions that will benefit various stakeholders; and
  • Communicate your service solutions at a high standard?that is, within the conventions of academic standards at a Master's degree level.


Assessment for this course will occur at various times across the seven-week teaching period. In most cases, assessment should follow a similar structure to the below:

  • A short assessment may occur in the first couple of weeks, driven mostly by peer-assessment or objective feedback as is the case of a survey quiz or contribution to discussion.
  • Assessments that occur mid-study period (approximately week 2 to 5) will have a highly formative purpose, like an extended case study or a scenario role play. These are intended to provide an indication of performance and occur at this time to enable positive changes to future performance.
  • Final assessments are usually summative, and generally draw the course's threshold concepts together. Your previous assessments will have directly prepared you for a summative-style assessment.

Rich, online feedback will be provided to you throughout the teaching period on practical exercises and by individual consultation, ideally within five business days.

Please note, unit structure and content are subject to change. Contact your RMIT Student Enrolment Advisor on 1300 701 171 for more information based on your particular circumstances.