Services Design, 3 cr (Online Summer School)

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    01.06.2020 - 17.06.2020
Last enrolment date
    Online studies
Target group
    The academic content is suitable for both Bachelor's and Master's level.
    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.
    Individual Quizzes
There are six sections in the course. A quiz will be set at the end of Weeks 1 and 2 covering the first four sections. Each quiz will be worth 25 marks for a cumulative total of 50% of your final grade.
Final Exam
There is one final exam worth 50 marks for a total of 50% of your total grade. The final exam shall have a focus on the whole course.

Class Format
1. Study teams will be formed in the first week. These teams will work together for the duration of the term to help develop skills of collaboration and study together for the quizzes and exam. One team member will be designated as the team leader responsible for managing the group for its duties, reporting to the professor and ensuring accountability amongst team members. There are 4 classes of 1.5 hours each week. Please ensure you are completely familiar with the course outline.
2. During each class, you will be introduced to the Gaps Model of Service Quality and we will use an interactive format to discuss the application of the principles outlined in each assigned power point.

The course will offer you customized power points developed for this summer school course.
    100 €
Further Information
Further Information about the enrolment
    Please note that this course runs simultaneously with International Business Speaking so you have to choose either or.

See the Timetable