23096 Principles of Service Management, 4 cr

Intermediate studies
Teaching language: 
Course Description: 

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.

Learning Goal: 

You have a thorough understanding of the fundamental aspects of service management theory and practice.

After completing the course, you will be able to: 

• 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.

Total Student Workload: 

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. 

Literature and Course Material: 
  • 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).

Non-degree studies (Open University, JOO and Contract Studies): 

Quota for the Open University: 3

Quota for JOO: 3