Høst 2018

BED-2137 Service Management - 10 stp

The course is administrated by

Handelshøgskolen ved UiT

Type of course

This course may be taken as a singular course.

Course contents

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.

Objective 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.

Date for examination

Written exam 07.12.2018

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