Service Management, 5 cr (Master´s level)

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Date
    12.03.2018 - 11.05.2018
Last enrolment date
    25.02.2018
Location
    Rajakatu 35, contact lessons
Prerequisites
    Principles of Marketing
BBA
Goal
    Students know the theoretical framework and concepts of the service management and services marketing. He/she understand the strategic meaning of service management and marketing. Students understand the meaning of the managing service productivity and operations, service and relationship quality and how the organization can achieve competitive advantage by using right service strategies. The student will learn how organizations could manage their services in building their competitive strength and profitability. He/she can explain the unique challenges involved in marketing and managing services. The student learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. He/she will recognize the role of internal marketing in managing services. Student can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. Students are capable to develop service marketing management strategies and practices in their organizations.
Contents
    Understanding Concepts and Theory of Services, Principles of Service Management, Managing Customer Relationships, Nature of Services, Service and Relationship Quality, Quality Management in Services, Service Design, Return on Service and Relationships, Integrated Services Marketing Communications, Managing Service Productivity and Operations, Consumer Behavior in Services, Delivering and Performing Service, Managing Internal Marketing
Accomplishment
    Virtual lectures, pre-assignment, case, independent work, project assignment, group discussions
Literature
    Fitzsimmons, J. A. & Fitzsimmons, M. J. 2011. Service Management: Operations, Strategy, Information Technology. 7th edition, Irwin McGraw-Hill.
Wilson, A., Zeithaml, V.A. Bitner & D.D. Gremler. 2012. Services marketing: integrating customer focus across the firm. 2nd edition. McGraw-Hill.
Grönroos, C. 2011. Service Management and Marketing: Customer Management in Service Competition.Wiley.
Journal of Service Management
Journal of Service Science and Management.
Price
    75 €
Further Information
    Soile Korhonen
Education secretary
lipa.avoinamk@jamk.fi
Other info
    Recognition of prior learning (RPL) can be obtained on the basis of prior learning. Recognition of prior learning is subject to an application which correctly points out the competencies consistent with the course objectives. In addition, a proof of the successful completion of the development assignment is required.

See the Timetable