Service Design and Management
PostgraduateTUA-SDM4042026
- Study method
- 100% online
- Assessments
- 100% online
- Enrol by
- 6 Sept 2026
- Entry requirements
- Part of a degree
- Duration
- 12 weeks
- Start dates
- 14 Sept 2026
- Price from
- $3,813
- Upfront cost
- $0
- Loan available
- FEE-HELP available
Service Design and Management
About this subject
By the end of this 12-week subject, you'll be able to:
- Analyse the role and nature of service in the experience economy and the hotel industry.
- Design a service concept based on key principles of service quality and customer satisfaction.
- Appraise the role of frontline service providers’ service behaviour with respect to service delivery, service failure and service recovery in hospitality.
- Critically reflect upon key strategies used by hotels for managing service behaviour, including empowerment, training, branding and labour commodification.
- Assess internal and external relationship management strategies for a hospitality organisation.
- Recommend customer service strategies for an innovative hospitality organisation.
- A guide to the topics you will explore in this subject will be provided in your study materials.
In this subject, you will analyse the management of services in a hotel, and the concepts and practical implications of providing exceptional services. Following an overview of the role and nature of services, you will learn to assess the performance of service by frontline employees and apply strategies for managing service behaviours. You will be able to demonstrate a deep understanding of service design concepts and their application in hospitality businesses.
- Individual Business Report (40%)
- Individual Service Concept (20%)
- Group Customer Service Handbook Project (40%)
For textbook details check your university's handbook, website or learning management system (LMS).
At Torrens University Australia you can tailor your study to suit your lifestyle.
Thanks to their innovative digital learning system you’ll gain the ultimate in flexibility, and still receive personalised guidance from academics and access to work placement, mentorship and internship opportunities. Online you can attend live classes or view recorded sessions, connect with lecturers and fellow students, and access content on-demand 24/7.
Learn more about Torrens University Australia
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Entry requirements
Part of a degree
To enrol in this subject you must be accepted into one of the following degrees:
Elective
- TUA-TEC-GCE-2026 - Graduate Certificate of Information Technology
Additional requirements
No additional requirements
Study load
- 0.125 EFTSL
- This is in the range of 10 to 12 hours of study each week.
Equivalent full time study load (EFTSL) is one way to calculate your study load. One (1.0) EFTSL is equivalent to a full-time study load for one year.
Find out more information on Commonwealth Loans to understand what this means to your eligibility for financial support.
Related degrees
Once you’ve completed this subject it can be credited towards one of the following courses
Graduate Certificate of Information Technology
PostgraduateTUA-TEC-GCE