Service management

The course includes discussion and analysis of central concepts in service management research, as well as how they can be used in both research and practice. Among other things, the course discuss the concept of service and characteristics of services, as well as the implications of services in terms of management and control of companies and other organisations. Other topics that are discussed in the course include service quality, interactions, servicescape, the role and significance of employees and customers for service providers. The course also covers tools and models used to describe, categorise, and analyse value creation through services. Additionally, the course describes and discusses the development of service research (service management research), and connects to sustainability. The course consists of lectures and seminars, and active participation is required. The course also requires students to work independently.