Module Identifier ILM5710  
Academic Year 2003/2004  
Co-ordinator Dr Judith E Preston  
Semester Semester 2  
Course delivery Lecture   20 Hours 10 lectrures x 2 hour  
Assessment TypeAssessment Length/DetailsProportion
Semester Assessment Case Study Report 3,000 words  100%

Learning outcomes

At the end of this module students should be able to:


The service sector today occupies a significant position in the economies of most countries especially those in the West. As private sector service companies face increasingly fierce levels of competition, a further group of public services, including libraries, are beginning to experience the realities of competition for the first time. Service producers and managers have to be sure increasingly that they are producing the right services in the right places at the right time for the right price. Thus, marketing within the service sector is more important than it has ever been.

Reading Lists

** Essential Reading
Gronroos, C. (2000) Service management and marketing: a customer relationship approach 2nd. John Wiley & Sons
Palmer, A. (2002) Principles of services marketing 3rd. McGraw Hill
Zeithaml V.A. and M.J. Bitner (2003) Services marketing 3rd. McGraw Hill
** Recommended Consultation
Savard, R. (ed.) (2000) Adapting marketing to libraries in a changing and world-wide environment. Papers presented at the 63rd IFLA Conference, September 1997. IFLA
Savard, R. (ed.) (2002) Education and research for marketing and quality management in libraries. Satellite meeting, Quebec, August 14-16 2001 Munchen: K. G. Saur
Hart, K. (1999) Putting marketing ideas into action London: Library Association Publishing Ltd
Pantry, S. and Griffiths, P. (1998) Becoming a successful intrapreneur London: Library Association Publishing Ltd

Web Page/Sites
The Free Pint portal which always has items on e-marketing


This module is at CQFW Level 7