HC2112 Service Marketing & Relationship Marketing
\n2018
\n___________________________________________________________________________________________________
\nFACULTY OF HIGHER EDUCATION
\nHolmes Institute Faculty of Higher Education offers business, creativity and ICT courses that combine disciplinebased excellence with practical application. The faculty operates on campuses in Melbourne, Sydney, Brisbane, the Gold Coast and Hong Kong.
\nThe faculty offers a Bachelor of Business, Bachelor of Professional Accounting, Bachelor of Fashion Business,
\nBachelor of Information Systems, and Graduate Diploma in Business, Master of Business Administration and a Master of Professional Accounting. Details about the members of the faculty can be found on the homepage of the Faculty of Higher Education at www.holmes.edu.au\/pages\/schools-and-faculties.
\nHOLMES INSTITUTE DEGREE PROGRAMS
\nAt Holmes Institute, the degree programs offer domestic and international students the opportunity to study a set of contemporary units in the field of business, creativity and ICT. These units prepare students for the challenges in business environments of the 21st century. These programs emphasise the global and cross-cultural dimensions of business. Teaching utilises a combination of delivery methods and includes critical analysis and case study methods. A combination of exams, case studies and company analysis are used in assessment.
\nThe degree programs of Holmes Institute focus on the following:
\n\u2022 Critical and Creative Thinking
\n\u2022 Communication
\n\u2022 Cooperation and Teamwork
\n\u2022 Digital Literacy
\n\u2022 International Perspective
\n\u2022 Knowledge and Lifelong Learning
\n\u2022 Social Responsibility and Community Engagement
\nUNIT OVERVIEW & RATIONALE
\nWelcome from the Subject Coordinator, Iral Scholten-Castillo
\nThe information technology revolution, outsourcing, the emergence of the global village, the increasingly competitive nature of markets, and rising customer expectations\u2026 All these factors are realities of today\u2019s business world that present not only formidable challenges, but also great opportunities. The savvy businessperson is one that understands the importance of being able to differentiate oneself, standing out with a competitive advantage by including value-adding service components to their offerings.
\nHC2112-Services and Relationship Marketing- identifies the complexities involved in the marketing and management of intangible services. The subject explores the importance of building strong customer relationships and its impact on business growth. Students will assess the current service orientation of various organisations and gain the necessary knowledge to develop and implement relevant relationship marketing strategies. Furthermore, students will acquire the knowledge and skills to assess the moments of truth – critical incidents that occur at front and back-stage operational levels- that can lead to significant customer satisfaction or dissatisfaction.
\nUNIT OBJECTIVES & LEARNING OUTCOMES
\nOn completion of this subject you will be able to:
\nKnowledge
\nGraduates will be able to, evaluate theoretical and practical knowledge of Services Marketing
\nSkills
\nGraduates will be able to, analyse marketing issues and strategies using core marketing concepts (eg. Differences between Goods and Services, Importance of Physical Evidence, Process and People in service industry, Servicescape, Marketing Mix, SWOT, Segmentation and Positioning) and work with others to develop Marketing strategies.
\nApplication of Knowledge and skills
\nGraduates will be able to, apply theoretical and practical knowledge of Marketing in the diagnosis of organizational issues and the formulation of appropriate marketing strategies.
\nStudents will demonstrate research skills, showing initiative in consulting the academic literature and integrating fresh ideas into the discourse in preparation for life-long learning.
\nStudents will demonstrate the capacity to write persuasive reports containing sound recommendations, in preparation for their career in business.
\nUNIT ADMINISTRATION
\nAwards Duration Core\/Elective Unit weight
\nBBus, BPA, 1 semester Core 3 credit points
\nMode of delivery On campus
\nPrerequisites Nil
\nWorkload Students are expected to attend all classes
\nDelivery A weekly three hour class including two hours lecture and one hour tutorial or equivalent
\nIndependent study 5 hours
\nCONTACT DETAILS
\nUnit Coordinator Iral Scholten-Castillo icastillo@my.holmes.edu.au
\nStudents please note:
\nHolmes Institute provides each student with a Holmes webmail. Faculty and Administrative staff can only communicate with you using your Holmes Institute mail address. Emails from private and\/or business email accounts cannot be used and may not be answered.
\nSTUDENT ASSESSMENT OVERVIEW
\nASSESSMENT TYPE DUE DATE WEIGHT LENGTH Topics
\nIn class test Week 7 15 % One hour First five weeks topic (sample nursing essay examples by the best nursing assignment writing service)s
\nIndividual assignment Week 10 35% 2000 words Would be able to understand and apply the core concepts of the subject
\nEnd of study period final examination: During examination period. Follow time table posted on blackboard.
\nExamination period 50 % Two hours All the topic (sample nursing essay examples by the best nursing assignment writing service)s from week 1 to week 12
\nOn completion of the above assessments graduates would be able to appraise theoretical and practical knowledge in an International context.
\nBusiness Presentations
\nYou are expected to arrive for any presentation ahead of time. If you are late for your presentation, you may not be eligible to present and may not receive any marks. Where a business presentation involves a group, it is expected that all group members are present. Unless your lecturer advises otherwise, students are expected to dress in business attire.
\nClass Tests
\nFor units for which a class test is part of the assessments, you need to follow the instructions by your lecturer to confirm any material allowed in the class test. You also need to follow any relevant announcement on Blackboard that confirms the date\/time and venue of the class test. Please note that for some units the test may be held online. Where applicable, your lecturer will provide you with further details.
\nFinal Examinations
\nEach trimester concludes with the final examinations that are held during a designated examination period. You are expected to be present for the final examinations, which are held during Examination Week, the exact dates\/times and venues are announced via your Blackboard. For each unit you will be allocated a designated seat in one of the examination venues. Your examination venue and seat will be confirmed by the end the teaching period of each trimester via your Blackboard.
\nSTUDENT ASSESSMENT DETAILS
\nASSESSMENT TYPE DUE DATE WEIGHT LENGTH Topics
\nIn class test Week 7 15 % One hour First five weeks topic (sample nursing essay examples by the best nursing assignment writing service)s
\nIndividual assignment Week 10 35% 2000 words Would be able to understand and apply the core concepts of the subject
\nEnd of study period final examination: During examination period. Follow time table posted on blackboard. Examination period 50 % Two hours All the topic (sample nursing essay examples by the best nursing assignment writing service)s from week 1 to week 12
\nAssessment 1:
\nIn-class test. Test will cover 5 topic (sample nursing essay examples by the best nursing assignment writing service)s from week 1 to week 5 Assessment 2:
\nReflective Essay
\nChoose a real-life service organisation that you are familiar with.
\nPrepare a flowchart of the back-stage as well as the front-stage operations of this business.
\nUsing this flowchart, explain the significance of the service encounter, and its managerial implications. The written component of the essay should not exceed 2000 words (12 font, Arial or Times New Roman single spaced)
\n1.Flowchart
\nBackstage
\nFront stage
\n2. Explanation of significance of the service encounter
\n3. Analysis of managerial implications
\n4. Essay format & presentation
\nRubric \u2013 Reflective Individual Essay
\nSTANDARDS EXEMPLARY
\n3 SATISFACTORY
\n2 UNACCEPTABLE
\n1-0
\nExecutive
\nSummary
\nLogical Sequence: Clearly states concepts, issues and question to be resolved; clearly summarises concepts, findings, and conclusions. Summarises concepts, issues and question to be resolved; clearly summarises concepts, findings, and conclusions, but lacks some details Is vague about concepts, issues and question to be
\nresolved; clearly summarises concepts, findings, and conclusions does not provide a summary of the whole project ( help with nursing paper writing from experts with MSN & DNP degrees)
\nIntroduction and Report Contents Provides background into the Service organisation and topic (sample nursing essay examples by the best nursing assignment writing service)s and summarises Provides background into the Service organisation and topic (sample nursing essay examples by the best nursing assignment writing service)s and describes concepts Provides background into the Service organisation
\nimportant findings, describes concepts and relevant findings, illustrates problem to be solved; explains the significance of the elements, concepts, issues and problem to an audience of nonspecialists and relevant findings, problem to be solved; and topic (sample nursing essay examples by the best nursing assignment writing service)s, but does not describes concepts and relevant findings, problem to be solved, and does not explains the significance of the elements, concepts, issues and problem to an audience of non-specialists
\nDiscussion of the topic (sample nursing essay examples by the best nursing assignment writing service) concepts and elements.
\nAddresses the topic (sample nursing essay examples by the best nursing assignment writing service) with clarity; organises and synthesises information; provides examples, and draws conclusions Addresses the topic (sample nursing essay examples by the best nursing assignment writing service); lacks substantive conclusions; sometimes digresses from topic (sample nursing essay examples by the best nursing assignment writing service) of focus Presents little to no
\nclarity in formulating conclusions and\/or organisation of information
\nSummary
\nPresents a logical explanation for findings; presents clear recommendations and\/or implications for future resolutions Presents a logical explanation for findings Does not adequately explain findings
\nMechanics, documentation and Harvard referencing
\nIs free or almost free of errors of grammar, spelling, and writing mechanics; appropriately documents sources. Correct Harvard format Has errors but they don\u2019t represent a major distraction; documents sources. Has errors that obscure meaning of content or add confusion; neglects important sources or documents few to no resources
\nUNIT MATERIALS AND RESOURCES
\nPrescribed Textbook: (Compulsory)
\nLovelock, C., Patterson, P. & Wirtz, J. (2011) Services Marketing: An Asia-Pacific and Australian Perspective, 5\/e, Pearson.
\nRecommended Reading
\nRisk preferences and the marketing of financial services: Segmentation by birth order, Rink, David R ; Roden,
\nDianne M ; Cox, Steven R . Journal of Financial Services Marketing 18.1 (Mar 2013): 17-26
\nThe Effect of Customers\u2019 Social Media Participation on Customer Visit Frequency and Profitability: An Empirical Investigation, (2013), Rishika Rishika (Texas A&M University), Ashish Kumar (Aalto University), Ramkumar Janakiraman (Texas A&M University), and Ram Bezawada (State University of New York, Buffalo), Information Systems Research; vol. 24, no. 1 Market Segmentation
\nhttps:\/\/monkessays.com\/write-my-essay\/ausport.gov.au\/information\/nsr\/market_segmentation 21 mar 2014 Please note that your lecturer may supply additional reading material
\nUNIT SYLLABUS
\nWEEK LECT. NO. TOPICS
\nSCHEDULED Text Ch. TUT. Questions ASSMT DUE
\n1 Lecture 1 New perspectives on marketing in the service industry 1 n\/a
\nNo Tut
\n2 Lecture 2 Customer behaviour, culture and service encounters 2 Review questions 2,4,5 & 8 page 32
\nTut Mini case: Long-stay airport parking services P31
\n3 Lecture 3 Positioning services in competitive markets 3 Review questions
\n2,4,7&9 page 66
\nTut Flowcharting: How to draft a front stage and a back stage
\nMini-case: Personal trainers- a growth opportunity P65
\n4 Lecture 4 Developing services products: core and supplementary service elements 4 Review questions
\n2,6&7
\nPage93
\nTut Mini-case: Flight centre from \u2018The price beat guarantee to Unbeatable\u2019 P92
\n5 Lecture 5 Distributing services through physical and electronic channels
\nUnderstanding costs and developing pricing strategy 5 & 6 Review questions
\n1,2&4
\nPage 127
\nTut Mini case: The Hong Kong Airport express P126
\n6 Lecture 6 Balancing productive capacity and demand 7
\nReview questions
\n2, 4,5,6 & 8 Page 161
\nTut Review questions Q1, Q2 & Q8 page 193
\n7 Lecture 7 Integrated services marketing communications 8
\nReview questions
\nQ 1, Q2 & Q4
\nPage 226
\nIn-Class test
\nTut Mini case: Managing capacity and demand at a Yoga centre P225
\n8 Lecture 8 Managing the customer service function 9 Review questions 2 3 & 7
\nTut Mini-case: Marketing Australia to the world P258 page 259
\n9 Lecture 9 Crafting the service environment 10 Review questions 1, 2, &
\n5
\nPage 286
\nTut Application questions
\n10 Lecture 10 Customer satisfaction and service quality 11 Review questions 2, 6 & 7 page 311 Individual assignment
\nFriday 5.00 pm
\nTut Application questions
\n11 Lecture 11 Managing customer relationships 12
\nTut Presentations Assessment
\n2 Report And
\nPresentatio n Due
\n12 Lecture 12 Handling customer complaints and managing service recovery
\nManaging people for service advantage 13
\n14 Revision and
\nExam
\nPrep All
\nassessment s must be
\ncompleted to sit Final
\nExam
\nNote: Students must consult the Academic Calendar for the dates of the Study and Examination Week.
\nSTUDENT ASSESSMENT SUBMISSION AND LATE PENALTIES
\nTo be eligible to pass this unit, you must complete all forms of assessment and demonstrate achievement of the learning outcomes. All assignments must be submitted electronically ONLY using a word processor, uploaded to Blackboard via the Final Check and Submission of SafeAssign.
\nSubmission deadlines are strictly enforced and a late submission incurs penalties of 5 (five) % of the assessment value per calendar day unless an extension and\/or special consideration has been granted by the lecturer prior to the assessment deadline. Unless an extension and\/or special consideration has been granted, no assessments are accepted after 14 calendar days of the due date, or the end of the trimester for assessments due later in a trimester. Students need to allow up to 24 hours for the Final Check of their assignment submission to SafeAssign to be available.
\nVIEWING STUDENT GRADES AND ASSESSMENTS
\nResults, including the final grade, can be viewed via the Grade Centre on Blackboard. Results for all assessments are usually published within two weeks of the due date of the assessment, and the final examination respectively. Students who wish to appeal their mark for any assessment are advised to do so within 14 days of the publication of results (please follow the procedures outlined in the Student Handbook).
\nPlease note that students are eligible to view any of their assessments. For continuous assessments during the teaching period, students need to contact their lecturer immediately after the publication of results. For viewing of the final examination script, students need to complete the respective form (available on your Blackboard) and pay the applicable administrative fee. The form needs to be submitted within 14 days of the publication of the final\/overall results. Please note that there is no review\/remark option available for any student assessments.
\nACADEMIC MISCONDUCT AND PLAGIARISM
\nHolmes Institute views any forms of academic misconduct as most serious offences. Academic misconduct in any form, including plagiarism, contract cheating and cheating in a class test or examination, is not tolerated and will be dealt with according to the policies and procedures set out in the Holmes Institute Student Handbook.
\nPlagiarism occurs when one uses another person\u2019s ideas or manner of expressing them and passes them off as one\u2019s own work by failing to give appropriate acknowledgement (that is, referencing the source). It is important that student reference their work appropriately. The Faculty of Higher Education at Holmes Institute uses the Harvard style of referencing. A detailed guide to referencing can be found in the Student Handbook and Resource Centres. It is expected that you will be familiar with the Harvard style of referencing.
\n* This grade is sometimes referred to as a conceded pass at other institutions
\nExplanation of Letter Grade
\nHD Outstanding work which exhibits sophisticated understanding and critical synthesis, analysis and Assessment of the unit matter. While the work utilizes opinions of others, judgements about the value of the unit matter are made and drawn together in an organized whole. Gaps in the unit matter might also be identified and the implications discussed.
\nD Substantial work of high quality, which demonstrates a clear understanding of the unit matter, in which the relationship between the constituent elements are identified clearly and discussed with some level of critical analysis. The work also applies abstract ideas in concrete situations.
\nCR Sound and competent work, which demonstrates a reasonable but not complete grasp of the unit matter. The work utilizes recall and paraphrases the work of others concerning the unit matter. Some basic level of critical analysis is evident. Originality in the work is rarely evident.
\nP Work that demonstrates a satisfactory engagement with the unit matter such that the student is said to have a general understanding of the field. Provides an adequate basis for further study.
\nNN Did not meet the learning objective of the unit
\nUSE OF BLACKBOARD
\nHolmes Institute uses Blackboard Learn as its online learning platform. All students enrolled have access to Blackboard and it is imperative that students log onto their Blackboard immediately after they enrol for the trimester. Blackboard Learn allows students to view and download their lecture material, grades, important announcements on their units and discussion rooms for selected units.
\nPlease note that it is the student\u2019s responsibility to check Blackboard on a regular basis. It is expected that students will have viewed lecture materials and additional readings before class. All students are advised to familiarize themselves with the use of Blackboard. Guides to Blackboard are available in the Resource Centre on each campus. Should you have difficulties accessing and\/or using Blackboard, please contact your lecturer or the Holmes Institute Blackboard Helpdesk on: bbhelpdesk@holmes.edu.au.
\nUSE OF RESOURCE CENTER AND PROQUEST
\nAs part of their degree studies, students are expected to engage in additional research. Textbooks and teaching materials available in the Resource Centre will be of use here. In addition, current students have access to a range of electronic academic journals via ProQuest, which is accessible once you log into Blackboard. Holmes Institute also supports students using Google Scholar.
\nShould you require any Helpance with the use of ProQuest and\/or online research, please contact your lecturer and\/or the Resource Centre staff on your campus.
\nSTUDY SKILLS & ACADEMIC SUPPORT
\nStudents who have difficulties with their studies and\/or specific forms of assessment are encouraged to contact their lecturer\/tutor, academic mentor or the Student Engagement and Support Coordinator.
\nHolmes Institute offers regular Academic and Study Skills Workshops throughout the semester, which are useful addressing important academic skills and are free for any student to attend. Students with insufficient academic progress may be required to attend these workshops and sessions with the Academic Progress Team.
\nAcademic and Study Skills Workshops are offered throughout the trimester for essay writing, doing research using ProQuest, giving business presentations, referencing and examination preparations. Announcements are made on your Blackboard and on noticeboards on campus.
\nFREQUENTLY ASKED QUESTIONS – FAQs
\nDo I need to obtain 50% in each assessment to pass a unit?
\nNO, in order to pass any unit, you need to meet two requirements, namely achieve an overall mark of 50 or more AND obtain at least 40% of possible marks in the final examination or a major assessment (hurdle or threshold requirement).
\nI missed an assessment for a unit; do I now fail the unit?
\nWhilst Holmes Institute requires that you attempt all pieces of assessments prescribed for any unit, there may be circumstances, where you can still pass a unit even if you have missed an assessment. When you miss a class test due to medical reasons and you submit a Special Consideration Form within three working days, for example, you may be eligible to have the weight of the class test added to the final examination. Please see the Student Handbook for details.
\nCan I view my assessments?
\nAs a student, you are entitled to view any of your assessments, that is any assignment but also the class test for any unit, and upon request\/application also the final examination script. Please see the Student Handbook for details.
\nWhere can I see my marks and grades?
\nThe results for your assessments other than the final examination will be available via the Grade Centre on your Blackboard. The final examination and overall result with be available via LUNA. Please ensure that you familiarise yourself with the letter grades, especially for the temporary grades of NS (supplementary examination awarded) and ND (deferred examination), which can be found earlier in this unit outline.
\nI got a final result of 52\/NS. Have I passed the unit?
\nNO, as the letter grade NS (supplementary examination awarded) indicates, you have not passed the unit, but you have been awarded the opportunity to pass the unit if you successfully pass the supplementary examination. Please familiarize yourself with the Supplementary Examination Policy in the Student Handbook.
\nWhen do I need to attempt a NS\/supplementary or ND\/deferred examination?
\nIf you have been awarded a supplementary (NS) or deferred (ND) examination, you are required to sit the examination during the next examination period for these examinations, which is usually different from the final examination period at the end of the teaching period each trimester.
\nI missed to sit for a NS\/supplementary or ND\/deferred examination, do I have to repeat the unit?
\nYES, if you do not attempt any supplementary or deferred examination during the designated examination period, you will receive a Fail\/NN or NX grade and you have to repeat the unit.
\nI have a question about the unit material and\/or assessments, who do I contact?
\nFor any questions related to any unit you study, the first point of contact is always your lecturer. The information on your lecturer can be found in the unit information section on your Blackboard. Please ensure that you use your Holmes Webmail for any email correspondence with your lecturer.
\nI did not submit my assignment by the due date; can I still submit and receive marks?
\nIf you submit your assignment after the due date, penalties of 5% of the weight of the assignment apply per day that you submit late. A maximum penalty of 50% applies. Your lecturer may not accept your assignment if you submit later than 14 days after the due date though and we advise that you need to contact your lecturer.
\nI am not a member of a group for my group assignment. What do I do, can I submit individually?
\nIf you work submit a group assignment individually, you may be penalized and only receive 50% of the mark of your assignment. If you don\u2019t have a group to work with, please urgently consult your lecturer.
\nI have problems with members in my group. What can I do, who do I contact?
\nEach group is required to manage its members and contributions. In exceptional circumstances, however, and where initial negotiation attempts of the group members were unsuccessful, you should contact your lecturer.
\nWhat is a prerequisite?
\nIf a unit has a prescribed ‘prerequisite unit\/s’, this means that you must have successfully completed that prerequisite unit\/s before you study in the unit with the prerequisite. Please see the Handbook for details.
\nSTUDENT HelpANCE
\nStudying at degree level, you may experience a number of difficulties and\/or challenges. These might involve academic, personal and\/or professional issues. At Holmes Institute, we have a range of people who can help you with various challenges. The following table identifies contact points should you require any support.
\nAlthough we may be able to help on the spot, please note that we can help best if you make an appointment. Please use your Holmes webmail to communicate with staff at the institute at all times.
\nSUPPORT REQUIRED
\nWHO TO CONTACT
\nInformation for Current Students Holmes Institute Student Handbook
\nAcademic Probation \/ Mentoring Academic Mentors, Dean
\nAccommodation Holmes Institute Home Stay
\nComputers, Blackboard, Email IT and Blackboard Help Desk emails:
\nithelpdesk@holmes.edu.au; bbhelpdesk@holmes.edu.au
\nDisability Needs Holmes Institute Campus Directors
\nEmployment and Careers Career Development Team
\nEnrolment Higher Education Coordinator on Campus
\nExams Higher Education Coordinator on Campus
\nFinancial Issues Holmes Institute Campus Directors
\nPersonal Issues Dean, Student Engagement and Support Team, Campus Director
\nProquest Database Librarian on Campus
\nStudy Skills Student Engagement and Support Team
\nVisa Issues, COEs etc. Higher Education Coordinator on Campus
\nThis unit outline was prepared by the Course Development Team for the Undergraduate Programs, Faculty of Higher Education, Holmes Institute. It was correct at the time of publication. Change to the Unit Outline may occur at any time. However, the Faculty of Higher Education endeavours to inform the students accordingly. This publication is copyright. Apart from any fair dealing for the purpose of private study, research, criticism, or review as permitted under the Copyright Act, no part may be reproduced by any process or placed in computer memory without written permission. Enquires should be made to Holmes Institute Faculty of Higher Education. \u00a9 Copyright 2018.
\nGLOSSARY OF DIRECTION WORDS FOR ASSESSMENT QUESTIONS
\nAnalyse Show the nature of something identifying the essential elements and how they are related.
\nArgue Present the case for and\/or against a particular proposition.
\nCompare Identify the characteristics\/qualities that resemble each other. Look for similarities but also differences.
\nContrast Emphasize differences between things, events, problems or qualities.
\nCriticise Express your judgement about the truth of factors or views mentioned. Come to conclusions and discuss the positive points as well as possible limitations.
\nDefine Give clear and concise meanings of an item. Do not provide a detailed explanation but include limits of the definition and how the item defined differs from other items.
\nDescribe Recount, characterise, outline and relate in sequence.
\nDiscuss Examine, analyse and give reasons for and against. Be comprehensive in your answer and give details, usually to assess how satisfactory something is.
\nEvaluate Carefully appraise in relation to some standard including advantages, limitations, the costs and benefits as appropriate; attempt to make a judgement.
\nExamine Investigate critically, appraise a unit or matter in detail.
\nExplain Clarify, interpret and elaborate on the material presented. Give reasons for differences of opinion or results, and try to analyse reasons behind it.
\nIllustrate Use a concrete example, diagram or figure to explain or clarify a problem or issue.
\nIndicate Identify and then focus attention so as to clarify.
\nJustify Prove or give reasons for particular conclusions or decisions.
\nOutline Present the main features or aspects showing main points and subordinate points. Do not include minor details and emphasize the classification of things.
\nReview Examine a unit critically, analysing and commenting on important or controversial statements.
\nState Present the main points in a brief and clear sequence. Do not give specific details or examples.
\nSummarise Give the main points or facts in a condensed, concise form.
\n(Source: Adapted from Monash University, https:\/\/monkessays.com\/write-my-essay\/monash.edu.au\/lls\/llonline\/quickrefs\/29-direction-words.xml, accessed 14
\nFebruary 2013)
\nAcademic Calendar 2018
\n2018 Trimester 1
\n12 \u2013 16 Mar 2018 Orientation Week (New Students only)
\n02 Mar 2018 Last date for fees payment (continuing students only)
\n19 Mar 2018 Trimester 1 Lectures begin
\n09 Apr 2018 Census Date*
\n09 June 2018 Trimester 1 Lectures end
\n10 \u2013 14 June 2018 Study Week
\n15 \u2013 24 June 2018 Examinations Week (exams may be held on all days of the weekend)
\n24 June 2018 Trimester 1 ends
\n09 July 2018 Publication of results
\n24 June \u2013 16 July 2018 Holidays
\n2018 Trimester 2
\n16 \u2013 20 July 2018 Orientation Week (New Students only)
\n06 July 2018 Last date for fees payment (continuing students only)
\n23 July 2018 Trimester 2 Lectures begin
\n13 Aug 2018 Census Date*
\n13 Oct 2018 Trimester 2 Lectures end
\n14 \u2013 18 Oct 2018 Study Week
\n19 \u2013 28 Oct 2018 Examinations Week (exams may be held on all days of the weekend)
\n28 Oct 2018 Trimester 2 ends
\n12 Nov 2018 Publication of results
\n28 Oct \u2013 12 Nov 2018 Holidays
\n2018\/9 Trimester 3
\n02 Nov 2018 Last date for fees payment (continuing students only)
\n12 Nov 2018 Trimester 3 Lectures begin
\n05 Dec 2018 Census Date*
\n23 Dec 2018 \u2013 4 Jan 2019 Lecture Recess
\n07 Jan 2019 Trimester 3 resumes
\n16 Feb 2019 Trimester 3 Lectures end
\n17 \u201322 Feb 2019 Study Week
\n23 Feb \u2013 03 Mar 2019 Examinations Week (exams may be held on all days of the weekend)
\n18 Mar 2019 Publication of results
\n* Census Date is the last date for a student to change their enrolment, i.e. add or withdraw from units<\/p>\n","protected":false},"excerpt":{"rendered":"
HC2112 Service Marketing & Relationship Marketing 2018 ___________________________________________________________________________________________________ FACULTY OF HIGHER EDUCATION Holmes Institute Faculty of Higher Education offers business, creativity and ICT courses that\u2026<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8827,10099,10540,10536,10892,10538,10539,10537,10891],"tags":[10549,10616,10615,7687,10627,8857,10552,10295,10548,10622,8907],"class_list":["post-130015","post","type-post","status-publish","format-standard","hentry","category-australia-essays","category-buy-essay","category-cheap-essay-writers","category-get-assignments-done","category-page-paper","category-phd-essay-writers","category-research-paper-writing-service-for-any-topic","category-study-bay-essay","category-write-my-assignment-ireland","tag-ai-plagiarism-free-essay-writing-tool","tag-australian-best-tutors","tag-best-trans-tutors","tag-buy-essay-uk","tag-cheap-dissertation-writer","tag-help-with-writing-an-essay","tag-help-write-my-paper-ai-free","tag-homework-for-you","tag-online-essay-writers","tag-phd-essays","tag-write-my-essay-for-me"],"_links":{"self":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/130015","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/comments?post=130015"}],"version-history":[{"count":0,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/posts\/130015\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/media?parent=130015"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/categories?post=130015"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.studyproessays.com\/help\/wp-json\/wp\/v2\/tags?post=130015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}