Services Design, 3 cr (Master's level)avaa tulostusnäkymä

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    07.06.2021 - 23.06.2021
Last enrolment date
    An introductory course in marketing.
    Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
    This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
    The course follows face-to-face learning methods where students participate in online lectures, workshops, and other study activities organized via online. Furthermore, a student also completes individual assignments utilizing virtual study platforms and materials.
    The lecturer will provide the materials package
Further Information
Other info
    The course code is YHGS1007-3001. Use the code to view the course schedule at