University of Buckingham Virtual Learning Environment

People are fundamental to service delivery. In this module we look deeper into the fundamental role of people in service delivery and closing Gap 3 (The Performance Gap). We will cover aspects of service delivery including: the critical importance of service employees, understanding employee motivation, developing a service culture, exhibiting service leadership and situational leadership, strategies for delivering service quality through people and the specific challenges of managing frontline employees.

This is a strategic module on the subject of marketing. It comprises aspects of marketing planning and leadership, concepts and theories for marketing, and innovation management at the senior levels in business. The module includes strategic marketing planning and innovation.

Welcome to the Understanding Consumer Behaviour module. Understanding Consumer Behaviour is a 15-unit module which will run in the Spring Term of your postgraduate studies. This is a strategic module for the subject of consumer behaviour. It covers the various aspects of consumer behaviour, concepts, and theories for consumer psychology at the higher levels in marketing. This document is intended to act as a guide for you. It sets out the topics we will be covering over the term and gives details of what is expected of you in terms of attendance and preparation for the seminars. I look forward to working with you on this module.