Service Management and Marketing (3cr)

Evaluation scale

1-5

Content scheduling

Grönroos, Christian (2015). Palvelujen johtaminen ja markkinointi. 5. painos. Talentum: Helsinki

Fischer, Merja & Vainio, Satu (2014). Potkua palvelubisnekseen - Asiakaskokemus luodaan yhdessä. e-kirja.

Kortesuo, Katleena & Löytänä, Janne (2011). Asiakaskokemus - Palvelubisneksestä kokemusbisnekseen. e-kirja.

Tuuliniemi, Juha (2011). Palvelumuotoilu. e-kirja.
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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

Materials

Material provided by the teacher

Teaching methods

Contact teaching

Student workload

Student workload 81h of which contact lessons 16 h

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.

Qualifications

Marketing studies in virtual enterprise activities

Further information

Service as a competitive advantage
Service design
Service experience, service touchpoints, service mements, customer journey map
Service process; Service process development
Service management; Service strategy; Service portfolio
Service culture