23096 Principles of Service Management, 4 cr
Today, a growing number of firms worldwide consider themselves service enterprises, and customers are becoming the key resource of firms. The field of customer-focused service management has evolved drastically over the past 30 years. In this course, Professor Emeritus Christian Grönroos will, through a series of lectures, present the fundamental aspects and latest thinking in service management research. In a blended offline/online learning environment, students will work on assignments related to the lectures. To understand the essentials of a service-based perspective on marketing and management has never been more important than in today’s competitive business environment.
You have a thorough understanding of the fundamental aspects of service management theory and practice.
• identify and understand central theories, concepts, and models within service management
• recognize the relevance, opportunities, and applicability of a service-based thinking in business operations
• apply relevant theories, concepts, and models to common service management challenges
Basic knowledge of marketing corresponding to one introductory course recommended.
108 (54+54) hours divided into
• Scheduled (contact) hours: 6 hours in class and 10 hours online lectures/online assignments
• Non-scheduled work: 92 hours individual work on assignments
A combination of in-class lectures, online lectures, and online as well as individual assignments.
Participation in all in-class lectures is mandatory.
- Gummerus, J. & Koskull, C. v. (eds.) (2015). The Nordic school: Service marketing and management for the future. Helsinki: Hanken School of Economics, CERS. ISBN: 978-952-232-284-5 (available online)
- Articles compiled by the examiner (approx. 50 pages)
Course performance will be assessed based on an individual assignment in the form of a self-reflection analysis (100 % of the grade). Passing this course also requires that the tasks in the online part of the course are completed (pass/fail).
Quota for the Open University: 3
Quota for JOO: 3