This subject aims to develop students’ skills and competencies in the current management practices of service-based organisations. Students will examine consumer decision-making in relation to the distinctive aspects of the service economy together with service operations, digital innovation disruption, marketing, and the ‘service user experience’ in a service context. This subject builds on the knowledge gained from earlier compulsory subjects and extends the concepts that were introduced to take account of the service environment, the ‘services marketing mix’, service operations and service touchpoints in service-based industries. The subject will also include an examination of case studies relating to service-based organisations.