Service Management for engineers

The course describes the development of service management research. Students discuss and analyse key concepts of service management research, such as service, interaction, value creation, and commodity and service logic, and how these concepts have been used in both research and practice. Models for describing, categorising, and analysing value creation through services are treated, with a special focus on how organisations can create value for customers, but also how the customers themselves create value and how value creation happens in direct interaction between customers, businesses, organisations, and society. Students take active part in providing the course content through participation in discussions at seminars focused on content selected and prepared by the students themselves. The coursework requires students to work independently, do a great deal of reading, and participate actively and reflectively in seminars and workshops.