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SYLLABUS

Service Management and Marketing, 7,5 ECTS Credits

COURSE CATEGORY   Single Subject Course MAIN FIELD OF STUDY   Business administration - FÖA SUBJECT AREA   Business – FE1   COURSE CODE   723G69

AIM OF THE COURSE

After completing the course the student should be able to: – describe the most common theoretical concepts, models and theories in the field of service management and marketing – understand the role of service at the societal, business and customer level – propose marketing actions by a firm to improve service quality – analyse situations in firms from a service marketing perspective, identify patterns and problems, suggest well-argued solutions, and reflect upon the outcomes of suggested solutions – critically analyse and integrate the knowledge of service management and markeing and express it orally and in writing

CONTENTS

At the introduction of the course the service management and marketing at the societal, business, and customer level are discussed. The course content, then, is organized to include a selection of perspectives on service management and marketing issues. The first part is about central models of service management and marketing, and includes: – the gap model of service quality – the servuction model – service characteristics (IHIP) – service logic The second part is about understanding the service encounter. It includes: – employees roles in service provision – customers roles in service provision – service quality and customer satisfaction – customer expectations and perceptions of service The third part is about how firms work with service development and provision and – new service development and service innovation – service infusion – the servicescape – listening to customers through research One recurrent theme is to understand the service encounter and 'the moment of truth'.

TEACHING

The course is organised through a combination of lectures, seminars and teamwork. Lectures provide perspectives on the course content, and students should not expect repeating all content in the course literature. Students may have to prepare tasks and assignments for seminars and teamwork. Language of instruction is English.

EXAMINATION

The course content will be examined through teamwork assignments and an individual written examination at the end of the course. Detailed information about the examination can be found in the course’s study guide. Students failing an exam covering either the entire course or part of the course two times are entitled to have a new examiner appointed for the reexamination. Students who have passed an examination may not retake it in order to improve their grades.

ADMISSION REQUIREMENTS

At least two years (120 ECTS credits) of undergraduate studies, of which a minimum of 60 ECTS credits in Business Administration (or equivalent). Documented knowledge of English equivalent to Engelska B/Engelska 6: internationally recognized test, e.g. TOEFL (minimum scores: Paper based 575 + TWE-score 4.5, and internet based 90+TWE-score 20), IELTS, academic (minimum score Overall band 6.5 and no band under 5.5), or equivalent. Exemption from Swedish B.

GRADING

The course is graded according to the ECTS grading scale A-F

CERTIFICATE

Course certificate is issued by the Faculty Board on request. The Department provides a special form which should be submitted to the Student Affairs Division.

COURSE LITERATURE

The course literature is decided upon by the department in question.

OTHER INFORMATION

Planning and implementation of a course must take its starting point in the wording of the syllabus. The course evaluation included in each course must therefore take up the question how well the course agrees with the syllabus. The course is carried out in such a way that both men´s and women´s experience and knowledge is made visible and developed.

Service Management and Marketing Service Management and Marketing   Department responsible for the course or equivalent: IEI - Department of Management and Engineering             Registrar No: 2014-00545   Course Code: 723G69           Exam codes: see Local Computer System       Subject/Subject Area : Business administration - FÖA                       Level   Education level     Subject Area Code   Field of Education   G2X   Basic level       SA   The syllabus was approved by the Board of Faculty of Arts and Science 2015-03-13