FUNDAMENTALS OF SERVICE DELIVERY - 2025/6

Module Overview

All managers in service industries need to be able to understand, analyse and improve the processes for which they are responsible. In order to be able to do this effectively they need to understand the nature and purpose of the service concept and the fundamental ways processes and people deliver this.

Module provider

Surrey Hospitality & Tourism Management

Module Leader

CIRAULO Marco (Hosp & Tour)

Number of Credits: 15

ECTS Credits: 7.5

Framework: FHEQ Level 4

Module cap (Maximum number of students): N/A

Module Availability

Semester 1

Prerequisites / Co-requisites

N/A

Module content

• Introduction to service operations


• The service concept


• Service processes


• The Servicescape


• Queuing Theory


• Service employees and service orientation


• Measuring service quality


• Technology in Service


• Service Failure and Recovery


• Service Strategy and Resource utilization

Assessment pattern

Alternative Assessment

Individual written report

Assessment Strategy

The assessment strategy is designed to provide evidence that students can observe, measure and record service processes and suggest opportunities for improvement. It will also allow students to engage in debate about the most appropriate service processes for a range of service operations.

Thus, the assessment methods include:

• Assessment one: Group analysis of a service operation identifying the key processes. Recording and analysis of a key service process with suggestions for improvement


• Assessment two: Individual evaluation of a service operation evaluating how well the operation delivers its service concept.

Module aims

• The aim of this module is to provide students with the fundamentals of service delivery along with a series of tools and techniques through which they will be able to understand the range of service processes that occur in hospitality, tourism and events enterprises and find ways to improve them.

Learning outcomes

Methods of Teaching / Learning

The learning and teaching strategy is designed to provide students with the fundamentals of service delivery along with tools and techniques to analyse operational processes and to understand whether they are working in the ways that were intended. In order to do this, students will need to engage with a series of (real life) service processes either as observers or participants.

The teaching and learning methods include:

Lecture sessions to introduce the key theoretical concepts, seminars and workshops to practice tools and techniques, case study discussions to highlight issues and practical sessions to observe and/or engage in service processes.

 

Indicated Lecture Hours (which may also include seminars, tutorials, workshops and other contact time) are approximate and may include in-class tests where one or more of these are an assessment on the module. In-class tests are scheduled/organised separately to taught content and will be published on to student personal timetables, where they apply to taken modules, as soon as they are finalised by central administration. This will usually be after the initial publication of the teaching timetable for the relevant semester.

Reading list

https://readinglists.surrey.ac.uk
Upon accessing the reading list, please search for the module using the module code: MAN1140

Other information

This module adopts the University curriculum framework, which aims to develop learners with strong capabilities in Digital Capabilities, Employability, Global and Cultural Capabilities, Sustainability, and Resourcefulness and Resilience. This module contributes to the development of the following capabilities:

Digital Capabilities:This module focuses on developing students capabilities in service process design/mapping techniques and models by which current and cutting-edge technologies can be designed into existing and new service journeys, therefore delivering service innovation through technology to create business value. Students will use the virtual learning environment (VLE), SurreyLearn to facilitate learning. These include accessing teaching and learning materials and engaging with their instructors and peers.

Employability: The assessments in this module require students to analyse service operations, identifying their service concepts, key processes and make suggestions for improvement These core basic analytical skills will prepare students to be successful managers in the future.

Global and Cultural Capabilities: Students will learn how to interpret service fundamentals in diverse businesses and consider how to improve service journeys based on these.

Resourcefulness and Resilience: Students will be required to use a range of sources to identify relevant service fundamentals, conduct independent research, and work collaboratively with peers to complete their assessments. Finding solutions through unstructured problems is the key learning aspect of this module that will develop students resourcefulness and resilience. Also, the critical nature of the in-class discussions on various real-world case studies helps foster openness by encouraging students to understand topical issues from multiple and contrasting perspectives.

Programmes this module appears in

Please note that the information detailed within this record is accurate at the time of publishing and may be subject to change. This record contains information for the most up to date version of the programme / module for the 2025/6 academic year.