Text

Course syllabus - Service Management

Scope

7.5 credits

Course code

FOA177

Valid from

Autumn semester 2026

Education level

First cycle

Progressive Specialisation

G1F (First cycle, has less than 60 credits in first-cycle course/s as entry requirements)

Main area(s)

Business Administration

Organisation

Department of Business and Mathematics

Ratified

2020-06-25

Revised

2025-11-03

Literature lists

Course literature is preliminary up to 8 weeks before course start. Course literature can be valid over several semesters.

    • Ratified date: 2023-10-30
    • Latest update: 2025-05-27

    Books

    Wilson, Alan M.; Zeithaml, Valarie A.; Bitner, Mary Jo; Gremler, Dwayne D.

    Services Marketing: integrating customer focus across the firm

    ISBN: 9781526847805

    LIBRIS-ID: 4hl7gqpm2kzrdk23

    fourth edition., London, McGraw-Hill, xvii, 514 Seiten

    Mandatory

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.

Specific requirements

22,5 credits in Business Administration and English 6 or English level 2 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 disability study support, can request adaptions for the examination. It is the examiner who takes decisions on any adaptions, based on the certificate and other conditions.

Grade

AF-skala

Interim Regulations and Other Regulations

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