Service Management and MarketingLaajuus (3 cr)
Code: LT00DB61
Objective
The student can describe the distinctive characteristics of service-providing businesses and be able to identify the areas where the service-oriented frame of mind has been applied in the business environment. The student will have command of the basic concepts of service management and marketing and be able to envision the possibilities and challenges of services from the perspective of business development. The student is competent in analysing a business from the point of view of services and have the potential to manage, market and develop services.
Content
- Service competition
- Service planning
- Service design
- Service process
- Quality of service
- Service management and service culture
- Professional services
Qualifications
Marketing studies in virtual enterprise activities
Assessment criteria, satisfactory (1)
The student has completed the assigned tasks and has participated in the course. The student demonstrates general competence in service management and marketing on both a theoretical and practical level.
Assessment criteria, good (3)
The student has completed the assigned tasks and has actively participated in the course. The student demonstrates competence in service management and marketing on both a theoretical and practical level.
Assessment criteria, excellent (5)
The student has completed the assigned tasks thoroughly and has participated actively and constructively in the course. The student demonstrates versatile competence in terms of service management and marketing on both a theoretical and practical level.
Materials
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. WSOYpro, Helsinki.