Details :- A 2000 word assignment, which will assess all Learning Outcomes.

The aim of the module is to provide students with an understanding of key characteristics for managing the service encounter, emphasising the Operations and Human Resource factors associated with service delivery. It will focus on the issues of flexibility and operational performance.
Topics will be drawn from: Flexible workforces, pay and reward including the minimum wage, equal pay and diversity; legal issues of contract of employment for the short-term employee; the service design, quality management, capacity and inventory management, workforce planning.

Kozak M (2004) Destination Benchmarking: Concepts, Practices and Operations. CABI Publishing (ISBN 0851997457)
Van der Wagen (2006) Human Resource Management for Events: Managing the Event Workforce. Butterworth Heinnemann 0-750-66998-5
Milakavich M E (2006) Improving Service Quality: Achieving High Performance in the Public and Private Sectors. 2nd Edition, Boco Raton, FL CRC Press, (ISBN 9780849338199)

Information and Library Services
Internet
PC with Office software

The learning strategy for this module is based around students committing a total of 150 hours of activities towards achieving the learning outcomes. These will be split between 39 hours of direct contact with a tutor and 111 hours of directed, guided and self-study, together with preparation for and completion of the assessment tasks. Learning support material will be provided for the module.
The module will draw upon a mixture of activities including lectures, web-based activities, case study analysis, relevant videos and in-class discussions, individual and group problem solving and self-directed learning.