BED-2322 Service Management and Innovation - 7.5 stp

Nordic applicants: Generell studiekompetanse

International applicants: Higher Education Entrance Qualification and certified language requirements in English.

A list of the requirements for the Higher Education Entrance Qualification in Norway can be found on the web site from the Norwegian Agency for Quality Assurance in Education (NOKUT). For language requirements we refer to NOKUT's GSU-list.

Application code: 9199 (Nordic applicants).

Knowledge:

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

• Different aspects of service qualities, how service failures occurs and how to respond

• Theories of innovation

• Why innovation can function as a tool in Service Management

• Different aspects of innovation

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

• How to manage innovation in a service environment

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 and innovation

• Carry out oral and written presentations on both the customers’ and the businesses’ roles in service design, service delivery and