PIA2308 - Working with Clients in Public and Nonprofit Sectors

Offering Academic Unit
Department of Public and International Affairs
Credit Units
Course Duration
One Semester
Equivalent Course(s)
POL2308 or SA2308
Course Offering Term*:
Semester A 2022/23, Semester B 2022/23

* The offering term is subject to change without prior notice
Course Aims

The course aims to introduce concepts, theories and practices of service management so that students can effectively apply service tools to a wide range of service professions in public and nonprofit sectors. This course will equip students with essential skills for managing the service encounter with clients, from developing and implementing service-orientated strategies to measuring service performance. Current and emerging issues in service management—including assessing service quality, the relationship between service expectation and satisfaction, productive and counterproductive service behaviour, provisions of value-added service, participation of service users and handling service failure and recovery in different settings—will all be explored.

Assessment (Indicative only, please check the detailed course information)

Continuous Assessment: 100%
Detailed Course Information


Useful Links

Department of Public and International Affairs