Course syllabus - Service Management

Objectives

This course aims to provide both fundamental and deeper insight in the unique challenges of managing services and delivering quality service to customers by using different analytical tools. Other aims are the focus on attraction, retention, and building of strong customer relationships through quality services.

Another aim is to encourage learning process through active participation.

Learning outcomes

After completion of the course the student should be able to

- understand and describe the unique challenges inherent in marketing and managing services, and developing/delivering quality service
- understand and describe service strategies, tools and approaches for addressing the unique challenges of service management and marketing
- use a theoretical framework to analyze service-producing firms
- understand and describe the importance of relationships of for the service-producing firm
- demonstrate skills and ability to plan, implement and report a student-led activity

Course content

During this course the Gaps Model of Service quality will be used as a framework. The lectures and seminars will cover the five gaps starting by discussing service from the customer's point of view and their expectations, behaviour and perceptions.
The next part of the course will cover service quality from the management perspective. The course will cover market research, relationships, and service recovery. The next part will discuss designing of services: service standards and physical evidence. The course contains the service employees: role in service, internal marketing and communication of services. This course is built on a chain of student activities, where students plan, implement and report the activities.

Tuition

The general thoughts will be presented at the lectures. At the case seminars the students have the possibility to discuss different aspects of service.
To fulfil the learning objectives, attendance in the lectures is encouraged and attendances at the case seminars are compulsory.

Specific requirements

22,5 credits in Business Administration and English 6 or equivalent.

Examination

Exercise (PM01), 4.5 credits. Grade Excellent (A), Very good (B), Good (C), Satisfactory (D), Sufficient (E), Insufficient, complementary work possible (Fx), Insufficient (F)
Written examination (TEN1), 3 credits. Grade Excellent (A), Very good (B), Good (C), Satisfactory (D), Sufficient (E), Insufficient (F)

The examination will take place in two different forms: written exam and participation in case seminars. Attendance at the case seminars is compulsory.

A student who has a certificate from MDU regarding a disability has the opportunity to submit a request for supportive measures during written examinations or other forms of examination, in accordance with the Rules and Regulations for Examinations at First-cycle and Second-cycle Level at Mälardalen University (2020/1655). It is the examiner who takes decisions on any supportive measures, based on what kind of certificate is issued, and in that case which measures are to be applied.

Suspicions of attempting to deceive in examinations (cheating) are reported to the Vice-Chancellor, in accordance with the Higher Education Ordinance, and are examined by the University’s Disciplinary Board. If the Disciplinary Board considers the student to be guilty of a disciplinary offence, the Board will take a decision on disciplinary action, which will be a warning or suspension.

Grade

Excellent, Very good, Good, Satisfactory, Sufficient, Insufficient, complementary work possible, Insufficient

Interim Regulations and Other Regulations

This course replaces previous course EFO211, FÖA105 and FOA105.
Overlaps partly with FOA140.