23096-V Principles of Service Management , 4 sp
Today, firms worldwide consider themselves to be service enterprises, and find that customers are becoming one of their key resources. The field of customer-focused service management has evolved drastically over the past 30 years. This course will offer you the most fundamental aspects and latest thinking in service management research according to the Nordic School perspective on service marketing and management. Key areas are among others service interactions, relations and strategies.
You have a thorough understanding of the fundamental aspects of service management theory and practice.
- describe and explain central theories, concepts, and models within service management
- discuss the relevance, opportunities, and applicability of a service-based thinking in business operations
- apply relevant theories, concepts, and models to common service management challenges
The students are recommended to have basic knowledge of marketing corresponding to one introductory course.
Lectures, workshops and individual assignments. Some of the scheduled class hours have compulsory attendance.
107 hours divided into
Scheduled (contact) hours: 20 hours
Non-scheduled work: 87 hours
Indidvidual assessment (e-exam) 70 %
Group based assessment (exercise) 30 %
In order to pass the course, you must pass the individual as well as the team-based parts of the course separately.
Grönroos, C. (2015): Service management and marketing: Managing the service profit logic. 4th ed. Chicester: Wiley. Selected parts in accordance with instructions given by the examiner.
Articles compiled by the examiner (approx. 50 pages)
Quota for the Open University: 3
Quota for JOO-students: 3