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MSc. Services and Retail Management



The service sector is an important component of any country’s economy. It makes a direct and significant contribution to GDP and provides crucial inputs for the rest of the economy. Having highly qualified human resources in this sector will be essential to drive the transformation of the industry. MSBM’s MSc. Service and Retail Management programme is aimed at providing critical capacity development in areas that are deemed to be necessary for competing in the new services and knowledge driven economy.
The programme will train service managers to integrate innovative practices and processes into their operations, designed to increase the performance of organizations and develop service metrics based on their needs. It will prepare professionals for senior-level positions in both the services and the retail sectors. The programme incorporates classes in financial and managerial accounting and quantitative methods, along with courses specific to the services and retail sectors.

Graduates of the MSc. Service and Retail Management programme will be able to:

  • Understand the behaviour of customers and organise and develop customer-oriented services and retail strategies.
  • Understand network management, consumer culture theory and consumer psychology.
  • Identify customer needs and create valuable, long-term customer relationships, in an economically and ethically sustainable fashion.
  • Develop managers and professionals with knowledge and expertise in service and retail management which enhance their abilities to pursue careers in the services and retail sector.
  • Enhance the individual’s knowledge of the chain of activities that is required in moving product through the various stages of transformation until it reaches the client or customer.
  • Analyse how different retail companies manage their brands and market offerings to succeed in different markets.

Students in the MSc. in Service and Retail Management degree programme will study theoretical concepts, industry best practices, and new technologies in service and retail management. Upon completion of the programme students should be able to:

  • Apply accounting and financial principles and analyse financial statements in the services and retail industry.
  • Understand key analytical techniques, with an emphasis on services and retail and generate strategic insights for decision making.
  • Develop knowledge of business management specifically related to services and retailing in the service sector.
  • Examine specific management applications used in meeting product and service criteria set by the retail mix, in specific areas such as in-store retail operations and supply chain management.

Entry Requirements

Applicants must:

  1. Hold a Bachelor’s degree or equivalent from a university or college acceptable to the University of the West Indies, with GPA of 2.5 or higher.
    NB.Applicants with a GPA lower than 2.5 will be considered if:
    • They have at least (2) years working experience in marketing or a related area and have professional qualification in a related area
    • They are successful at an interview conducted by a selected panel determined by the School; and,
    • They are able to produce two acceptable letters of reference
  2. Mature Matriculation: Students who do not possess a first degree can matriculate under the mature matriculation requirements of UWI. However, these persons will be limited to 10% of the cohort . They must possess a minimum of 10 years work experience in the field of marketing. The mature entry requirements of UWI require applicants to submit official documentation certifying the successful completion of a professional course of study in the discipline for which they are seeking admission.

Programme Structure


Full Time - 12 months

12 months offered over 3 semesters including the summer period. The courses will be offered over 2 days per week with 3 contact hours per course each week

Part Time- 24 months

A part-time student will take a maximum of 2 courses per semester


  • 11 Core courses
  • 1 Research Project
  • 36 credits
Business Analytics*
Financial & Managerial Accounting*
Business in a Global Environment*
Quantitative Methods & Statistical Techniques*
Consumer Behaviour*
Marketing for Managers *
Management in Service and Retail Operations**
Buying, Procurement & Merchandising Management**
Retail and Multichannel Management**
Managing Service Quality**
Research Project*

SBCO6170: Business Analytics (3 credits)
This course examines the ways in which enterprises such as businesses, non-profits, and Governments can use data to gain insights and make better decisions. Business analytics is applied in operations, marketing, finance, and strategic planning among other functions. The ability to use data effectively to drive rapid, precise and profitable decisions has been a critical strategic advantage for a range of world-leading companies. With the increasing availability of broad and deep sources of information — so-called “Big Data”-business analytics are becoming an even more critical capability for enterprises of all kinds.

SBCO6110: Financial and Managerial Accounting (3 credits)
This course examines the internal accounting systems and current practices of businesses to develop an understanding of the uses and limitations of accounting information in planning, control, decision making, performance evaluation and external reporting processes. It offers a balanced coverage of the concepts, methods and uses of financial and managerial accounting information with a strong emphasis on analysis and reporting.

SBCO6340: Business in a Global Environment (3 credits)
This course examines the critical aspects of the global business environment that influence a firm’s decisions and behaviour. It focuses on the macroeconomic, institutional and technological factors at both international and national levels that shape the environment in which firms compete

SBCO6520: Quantitative Methods and Statistical Techniques (3 credits)
This course is concerned with the use of quantitative and statistical techniques to assist in rational decision making. The emphasis is not on the techniques themselves, but rather on how they can contribute to better decisions. The approach is to present real business situations in which quantitative and statistical techniques have been applied successfully and to show how managers can use the methods to make better decisions.

SBMA6020: Consumer Behaviour (3 credits)
This course examines the basic concepts concerning research and findings about consumer behaviour to promote an understanding of how these ideas can be used in marketing decision making. The course also covers research design and methodologies used in marketing and influencing consumer behaviours.

SCO6070: Marketing for Managers (3 credits)
This course introduces participants to the theoretical and conceptual underpinnings of marketing. The course goes beyond marketing theories and concepts to show how the application of marketing principles can assist decision makers in public and private sector organizations in Jamaica and the Caribbean to develop and implement marketing strategies that will enhance their competitive positions in the global economy.

SBSM 6010: Management of Service and Retail Operations 
The purpose of this course is to introduce the student to the concepts of services and retail management. The course takes an operations point of view to look at developing a service culture within the retail business. Students will be exposed to principles of Service and Retail Operations Management, Understanding Customers and Relationships, Managing Customer Expectations and Perceptions, Managing Supply Networks and Supplier Relationships, Designing the Customer Experience, Managing the Service Experience: Measuring and Controlling, Driving Continuous Improvement, Creating and Implementing the Strategy and Building a World-class Service Organization.

SBSM 6020: Buying, Procurement and Merchandizing Management 
The purpose of this course is to introduce the student to the concepts of Buying, Procurement and Merchandizing Management. In Management of Retail Buying, it will discuss what buyers go through to make their decisions, from thousands of possibilities, about what to put on store racks and shelves. Emphasis will be placed on merchandise management, roles and responsibilities; planning the inventory for the department store; negotiating with vendors—(manufacturers, wholesale distributors, importing companies); transporting items from source to store, pricing store items, training and motivating the sales force; promoting the goods and attracting customers; how to reduce the prices to move slow-selling items and ethics and legal behaviour in merchandise management

SBMI6020: Electronic Commerce (3 credits)
In this course, students will explore what e-commerce is and how companies can make and have made use of the possibilities offered by the internet. Secondly, it will discuss some of the techniques that have proven useful in data warehousing and data mining. Finally, it will explore the extent to which this technology can be used in the developing world in general and Jamaica in particular.

SBSM 6030: Retail and Multichannel Management 
This course exposes the student to contemporary strategies in retail and multichannel management. The student will progress through the planning, implementing, operating and enhancing of multichannel retailing. The course is practice oriented with useable tactics and recommendations for improving retailing.

SBSM 6040: Managing Service Quality 
Services are intangible and perishable experiences that cannot be re-created in a standard manner as can products. This makes the quality of services a challenging prospect, particularly as the interaction between the service provider and the customer is varied. This course exposes the student to service strategies and systems as efforts are made to manage service quality. The hospitality industry is utilized to evaluate the service encounter and illuminate best practices in the service environment.

MGMT 6010: Research Project
This requirement of the M.Sc. degree is designed to explore methodological issues and applied research on issues critical to improving the practice of  Services and Retail Management  in the Caribbean region.

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