Services Design, 3 cr (Master's level)
Attention! Online registration is closed.
Date |
07.06.2021 - 23.06.2021 | |
Last enrolment date |
10.05.2021 | |
Prerequisites |
An introductory course in marketing. | |
Goal |
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. |
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Contents |
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. | |
Accomplishment |
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. | |
Literature |
The lecturer will provide the materials package | |
Further Information |
campusonline@jamk.fi | |
Other info |
The course code is YHGS1007-3001. Use the code to view the course schedule at lukkarit.peppi.jamk.fi. |
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