Please pardon the ugly formatting… This has been copied from separate html files within CourseDen!

Welcome to Services Marketing Online!

My name is Cheryl O'Meara Brown and I am very glad to have you in my class.  (Please read the "Welcome" News item on the course home page for some info about me.)

Read this syllabus very carefully, as it is a substitute for the first class meeting -- it contains all of the important information that you need to know for this class.

You also need to review the course schedule and make note of the important deadlines for assignments and exams.  I recommend printing the course schedule out for easy reference throughout the semester as a back-up to the CourseDen calendar and/or any other electronic calendars you use.

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Course Management System, D2L (aka CourseDen)

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UWG uses Desire2Learn (D2L) for our learning management system, a.k.a. CourseDen.  Please take a few minutes to review the Online Student Guide before diving in to this course:

To access this course:

1.     When you first login, on the CourseDen Homepage, navigate to the “My Courses” widget (top-right)

2.     Next to “Role”, change your role from “Student” to “Orientations”

3.     CourseDen Training & Free Resources for Students” course will be the only one listed under “Training Semester”

Scheduled CourseDen Maintenance

Please PAY ATTENTION to the scheduled maintenance days/times that are performed on a regular basis. (For example, CourseDen undergoes scheduled maintenance every other Friday starting at 10:00pm.) You need to avoid taking quizzes, turning in assignments, etc. during scheduled maintenance or else your work will be lost!  

The scheduled maintenance calendar can be found by clicking "Maintenance Schedule" at the TOP of the page.

You should also note that CourseDen can be accessed directly (via in the case that the MyUWG portal is down.  (Save it to your favorites/bookmarks.)

A Quick Introduction to This Class

Online classes are great in that they allow you to work on them at your convenience, which is especially helpful to those who have busy work schedules and family lives. Sometimes, however, students will take an online class assuming that it will be “easier.” You will not find that to be true for this class.

In a traditional (in-class) class, students have the option of taking a passive approach to learning, simply going to class and listening to lectures (receiving the information). In an online class, though, students must actively take it upon themselves to learn. They must take the initiative to read the material and do the assignments without any outside encouragement.

Additionally, in a traditional class, you are expected to spend 3 hours per week IN class and another 6 hours per week outside of class (total of 9 hours per week per course). The same amount of time is expected of you in an online classwhich many students fail to realize. (For example, if you spend an hour scanning the material and thirty minutes completing the graded assignment that is due in a particular week, you probably will not receive a very good grade on that assignment.)

If you are willing to take this class just as seriously as you would a traditional class and you are organized and self-directed, you will absolutely do well in this class. If you are not sure, please read this syllabus carefully and decide for yourself whether you would rather take a traditional class or remain with the online version.

I look forward to a great semester!

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Course Info and Required Text

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Course: Services Marketing Online, MKTG 4861 

Instructor: Cheryl O’Meara Brown, MBA

Required Text Material: Services Marketing, 4e, by K. Douglas Hoffman and John E.G. Bateson. Thomson/South-Western. 
ISBN 13: 978-1-4390-3939-7
ISBN 10: 1-4390-3939-9
While you are welcome to buy an older edition of the book and much of it may be the same as or similar to what's in the new edition, I cannot guarantee that an older edition will have everything you need for assignments, quizzes, cases, etc.

If desired, you may purchase an electronic version of the book ("e-book").

UWG Bookstore:
Note: if you choose to order your book online (e.g. from or another site), you are still expected to turn the assignments in on time (regardless of whether you have received your book). No make-up work will be allowed.

Pre-requisites: Enrollment in this course requires compliance with the College of Business Policy for Major Status and completion of MKTG 3803.

Online Academic Support and Student Resources:

There are multiple links to Academic Support, Counseling, the UWG Online Helpdesk and other resources on the course home page (top, right of course home page).

Course Description: This course will define and differentiate the marketing of services from the marketing of tangible goods. You will study the consumer decision processes involved in services marketing, ethical issues, challenges for management, strategic issues that affect the marketing mix and the servuction model, and customer satisfaction and retention methods for service providers.

Learning Goals: Upon successfully completing the course, the student should be able to:

1. Understand the fundamental differences between goods and services. (LG 4)

2. Recognize how ethical decision-making and managerial leadership affect services marketing strategies and decisions. (LG 5)

3. Understand the strategic issues that affect marketing for services. (LG 6)

4. Have basic knowledge of how services are delivered and priced. (LG 8)

5. Discover how do define and measure customer satisfaction and service quality. (LG 7)

Please review the following information at this link. It contains important material pertaining to your rights and responsibilities in this class.  Because these statements are updated as federal, state, university, and accreditation standards change, you should review the information each semester.

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Course Format and Assignments

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This course consists of reading assignments, discussion postings, hands-on written assignments, quizzes and exams, which are presented to you in Modules in the Content Browser.  

[Some Modules cover more material and have more extensive assignments than others; thus, for some Modules you'll have more than a week to complete them, and for others you'll have less time.  Follow along with the Course Schedule to ensure that you're keeping up.]

Within each Module, you will be given the following:

Note: CourseDen undergoes scheduled maintenance every other Friday starting at 10:00pm; see "Scheduled CourseDen Maintenance" section of syllabus for more info.


More Information on Assignments:

Written Assignments and Cases:

Your assignments will be graded according to accuracy (regarding the topic specified), spelling and grammar, and level of effort.  You should elaborate, clarify, elucidate, and explain! The more effort you put into your assignments, the higher your grade will be.

As this is a senior-level course, I expect your marketing knowledge (everything you've learned so far) to shine through!  

Discussion Posts

Your original discussion posts will be graded according to accuracy (regarding the topic specified), spelling and grammar, and level of effort.  You should elaborate, clarify, elucidate, and explain! The more effort you put into your posts, the higher your grade will be.

When replying to classmates’ original posts, really put thought into both what THEY wrote, and how you would like to reply.  If they posted something that doesn't make sense to you or you think could be incorrect, tell them... You will help each other learn this way.  Also, if you agree or disagree with something they said, you should specify exactly what you agree/disagree with along with WHY.  In other words, you should elaborate and ask questions of one another.

Review the General Discussion Rubric to see specifically how your discussion posts will be graded.

In general, you can expect assignment and discussion grades to be posted within one week after their due dates. 


Quizzes will relate to the reading assignments for their respective chapters and will contain ten multiple-choice and true/false questions. You will have 30 minutes per quiz and only one attempt.

The reason that you are only allowed 30 minutes is that you are expected to STUDY for the quiz as if it were a closed-book quiz; in other words, you will not have time to look up all of the answers, so you must study like you would for a regular, in-class (closed-book) quiz.

A note about quizzes: You may notice that you will not be able to review your quizzes after you have completed them.  However, if you would like to review a quiz, we can arrange (ahead of time) a date/time for you to do so in the Marketing Department.

There is also one Syllabus Quiz due in the first Module, which has between 20 and 30 questions and a time limit of 30 minutes.

You ARE ALLOWED to complete any material (exams, quizzes, assignments, case analyses, discussions) EARLY if you desire to do so.  However, please be aware that assignments and discussions will not be graded until after their due dates.

***Your lowest quiz grade will be dropped.***

***Additionally, assignments and discussions will be grouped together, and the lowest grade will be dropped.***

You are expected to WORK ALONE.  Working on assignments, cases, quizzes, exams, etc. with a classmate or anyone else or on the Internet IS CHEATING.


Three exams (40-50 multiple choice questions) will be required throughout the semester (see course schedule for dates). You are allowed only one attempt and 75 minutes for each exam. Exams will be available all semester long, up until their respective due dates at 10:00pm.

A 75-minute, 50-question exam allows 1.5 minutes per question. Therefore, you may not have time to be flipping all over the book to find answers. It is pertinent that you read the chapters, make notes or outlines from the chapters and from the instructor presentations, highlight important topics, and be organized BEFORE taking the exams.

There are no make-up exams, assignments or quizzes under any circumstances! If you miss an exam/assignment/quiz (even if you experience some type of technical or computer problem), you will receive a zero for that exam/assignment/quiz.

You are expected to work alone on all exams (and all assignments in this course).

OPTIONAL Comprehensive Final Exam: There will be ONE optional final exam offered at the end of the semester (see course schedule) to replace your lowest exam grade. This will be a comprehensive exam and will contain 100 multiple-choice questions. The exam is located in Module 15; you will have two hours and only one attempt for this exam.

This exam is intended to help those who may experience some type of technical problem while taking an exam or those who missed an exam for some reason; however, if you are “borderline” at the end of the semester and would like to attempt to bring your grade up, you may also take the exam. (This exam can only help you; if you do worse on it than any of your regular exams, it will not count.)

If you decide that you would like to take the optional final, you may take it during the time specified on the course schedule. After you’ve taken it, if you made a better grade than your previous exams, you must e-mail me letting me know that you completed it because I have to manually override your lowest exam grade with the optional final grade.

Class Announcements, Contacting the Instructor

Announcements: Any important course announcements from your instructor will be made via the News tool on the course home page. I recommend that you log in to the course often (at least once per day).

Contacting the Instructor/Office Hours:

1.  Email is the best way to contact me during the summer.  For the fastest reply, use but please indicate in the subject line which class you are in (or writing to me about).  You may also use the course Email within CourseDen, but since these messages do not come to my phone it may take slightly longer to reply.  Most of the time, I will reply within a few hours.  Sometimes it may take a day or two (depending on the nature of the question).  I may or may not respond to e-mails on the weekend. 

Warning: If you ask a question that can be answered by reviewing the syllabus, I will probably reply with "it's in the syllabus."  I don't mean to be rude; I receive many many many emails and since the information is here in the syllabus, it saves a great deal of time not to re-type or locate/copy/paste what is already here.  

2. I would LOVE to see you face-to-face!  Please stop by during my office hours, Monday/Wednesday 9:00-11:00am, 1:50-2:30pm.  If these days/times do not work for you, I am happy to schedule a meeting or a phone call. Just send me a message and we will work it out.

Please feel free to contact me if you have a problem! Do not wait until the end of the semester (or until final grades have been posted) to discuss any difficulties that you might be having.

Note about e-mail courtesy: Remember that e-mailing is not texting and the use of good manners and proper grammar are important, to me AND your future boss!

Academic Honesty and ADA Statement

Academic Honesty: Students are expected to recognize and uphold standards of intellectual and academic integrity. UWG, the RCOB and the Department of Marketing and Real Estate assume as a basic and minimum standard of conduct in academic matters that students be honest and that they present for credit only the results of their own efforts. You are expected to work on ALL assignments individually; an act of academic dishonesty will result in a grade of zero for the assignment/assessment and is grounds for dismissal from the College of Business.

Note: I will be checking start/stop times on quizzes and exams, checking IP addresses for computers on which assessments are taken, comparing students' answers to questions, comparing written assignments, etc. looking for signs of cheating. 

Americans with Disabilities Act

The Office of Disability Services will help you understand your rights and responsibilities under the Americans with Disabilities Act and provide you further assistance with requesting and arranging accommodations.

If you need course adaptations or accommodations because of a disability or chronic illness, or if you need to make special arrangements in case the building must be evacuated, please notify your instructor using the course email system by the end of the second full week of class and attach a PDF copy of your SAR (Available from the Office of Disability Services).

Technical Issues

Problems with Computers or Internet on Campus:

Should you encounter problems using any of the computers on campus and are unable to locate a lab assistant, please contact the ITS Helpdesk. Their website is:


Unfortunately, there is nothing your instructor can do about technical problems you may encounter. When taking an online class, you must assume that some technical problems will occur, and plan accordingly when possible.  (E.g., you should not wait until until 9:00 PM to start a quiz on the day it is due; don't put off a written assignment or discussion until its due date; do not purposely skip a quiz thinking that it will be your dropped grade; etc.)

Technical problems (along with serious personal issues) are why the lowest quiz grade and lowest assignment/discussion grade are dropped.

Final Grade Calculation All assignments will be weighted according to the following scheme in the calculation of your final grade:

Exams (3) ------------------------------------------------------------------------12% total (4% each)

Case Analyses, Assignments, and Discussions (11, lowest dropped) -------60% total (6% each)  

Quizzes (11, lowest dropped) ----------------------------------------------------25% total (2.5% each) 

Using Checklists in Modules -----------------------------------------------------3%



A= 90.0% or more

B= 80.0% to 89.9%

C= 70.0% to 79.9%

D= 60.0% to 69.9%

F= 59.9% or below

I encourage you to be responsible for yourself and keep a spreadsheet with your grades and what each assignment/quiz/exam is worth so that you’ll know what your grade is – and what you need to make on various assignments to get your desired grade – throughout the semester. (There are also helpful websites and videos that you can use, such as and  I do not keep running averages of each student’s grade throughout the semester, and I am unable to respond to all students asking, for example, what they need to make on Exam Three to get an A in the class.

And finally...

Good luck!  Let's get to work and have a great semester.