Courses and study plans / Marketing
23046 Service Innovation: Customers and Service Systems
|Period: 1||2.9.2013 - 18.10.2013|
Students learn to understand service innovation from an interdisciplinary perspective, to analyse service systems with a special focus on what customers and employees demand from the design of such systems, to understand the basics of a service/customer-dominant marketing logic, and to critically analyze, synthesize, and verbally present academic and industry-based information. Students explore service logic, service innovation, and service development in depth.
Students learn to understand and practise perspectives and techniques to evaluate and create service innovations. After the course the student can:
explain and articulate different perspectives on service innovations
identify situations where service innovations are needed / possible
propose and develop suggestions for improved service development and service innovations
show communication skills in various formats (e.g. written and oral) and for various purposes (e.g. informing, persuading, justifying)
Language of Instruction
Bachelor's degree is required for Hanken students. Basic knowledge of marketing, at least an introductory course, is required. Max 35 students can be accepted from which a quota of 10 is reserved for students of Supply Chain Management and Corporate Geography. If needed, applicants are ranked based on course credits. The course cannot be taken by those who have already completed the course: Service Science: Customer and Service Systems.
213h work in total of which 24h in class
Classroom sessions and guest lectures. Individual and group assignments including reviews of written material, acquiring and analysing data, and a project work, which are discussed in class.
Articles and miscellaneous material (ca 500-600 pages)
Evaluation and Examination
Written examination, individual and group assignments, and student activity.
All assignments are valid for one academic year, thereafter if the course is not completed it has to be retaken.