Service Management

The course will give you critical skills and gain knowledge needed to implement quality service and service strategies for competitive advantage across industries. You will learn frameworks for customer-focused management, and how to increase customer satisfaction and retention through service strategies. You will learn about service quality and customer lifetime value and profitability. You will learn to map services, understand customer expectations and develop relationship marketing strategies. An underlying assumption of this course is that students learn best and retain the most through active participation in the learning process. Therefore, classroom sessions will consist of a mixture of lectures and case discussions. The course is based on the Gaps Model of Service quality. The purpose of the lectures is to introduce you to the key ideas in service marketing in general and especially the Gaps model. Case seminars are student active participation as based on the students taking responsibility for running the seminars and also participate in the preparation and active participation at each occasion. In a future career you will certainly come into contact or work with services, service development or leadership in service industries. This course provides knowledge of the unique circumstances that characterise work in a service-producing organisation/company. It also gives you the tools and oversight in order to become a skilled employee or manager in service-producing organisation/company.