autumn 2019

BED-2137 Service Management - 10 ECTS

Sist endret: 20.09.2019

The course is provided by

Faculty of Biosciences, Fisheries and Economics

Location

Harstad |

Application deadline

Applicants from Nordic countries: 1 June for the autumn semester and 1 December for the spring semester.
Exchange students and Fulbright students: 1 October for the spring semester and 15 april for the autumn semester.

Type of course

This course may be taken as a singular course.

Admission requirements

Higher Education Entrance Qualification. Application code 2199.

Course content

Service Management is an important part of marketing. This module gives an insight into the characteristics of services, and explains the differences between intangible and tangible elements. An essential part of service management is to have knowledge of the service marketing triangle, and how to deal with different perspectives of services. This course provides a thorough understanding of both the customers¿ and the businesses¿ roles in service delivery. After participating in this course students will gain insight into different aspects of service qualities, and what determines customer satisfaction or customer failures.

Objectives of the course

After completing the course, the candidate will have insight into

  • Background and theories of service management
  • Why service management is of importance
  • The characteristics of services
  • External marketing ¿ company to customer
  • Internal marketing ¿ company to employees
  • Interactive marketing ¿ employees to customer
  • Different aspects of service qualities
  • How service failures occurs and how to respond               

Skills After completing the course, the candidate will be able to

  • Use relevant theory to enable, make and deliver the service promise
  • Use the service marketing triangle as a management tool
  • Find and evaluate theoretical aspects of service quality and quality failures
  • Analyze and discuss relevant challenges related to service management 

General competence

After completing the course, the candidate will be able to

  • Assess and use relevant service management theories 
  • Exchange ideas and views related to a service dominant logic
  • Discuss and debate different concepts of services
  • Carry out oral and written presentations on both the customers¿ and the businesses¿ roles in service delivery

Language of instruction

English

Teaching methods

Lectures, seminars and business visits.

Assessment

There will be a compulsory group/individual work consisting of a written part and an oral presentation in class. The assignment must be approved before students qualify for exam.

4-hour individual written school exam. The exam is graded by one internal examiner and one external examiner using a grading system ranging from A-F, where F is failure to pass the exam.

A re-sit exam will be arranged for this course.

Date for examination

Written exam 06.12.2019

The date for the exam can be changed. The final date will be announced in the StudentWeb early in May and early in November.

Schedule

Recommended reading/syllabus

Pensumliste for BED-2137 Service Management