This programme involves an in-depth exploration of the distinctive nature of sustainable services management and marketing. It aims to enhance an individual’s management and marketing knowledge, skills and understanding to perform effectively in the service process and consumption so as to retain customers and increase profits through effective service delivery. It also includes the principles of marketing and reviews the strategies for creating, promoting and delivering services for both profit-making and public sector organisations. Students will explore strategies that are essential to gain and sustain competitive advantage in service businesses such as managing demand and supply, customer experience management, customer satisfaction and loyalty, and the overlap in marketing/operations/human resource systems. Students will present an overview of how to achieve customer satisfaction through effective management of services and use of marketing tools and strategies.

As per UTM ‘Admissions Regulations’ and ‘Admission to Programmes of Study at undergraduate Level’