Services MarketingLaajuus (5 cr)
Code: YHYYM220
Credits
5 op
Teaching language
- Finnish
Responsible person
- Mari Karjalainen, Liiketalous
Objective
Purpose of the course
The purpose of the course is to increase understanding of the importance of service marketing management in business and society and to develop it using research and different tools.
Competences
Service business management competence
Internationalisation and communications competence
Entrepreneurship, innovation and working community competence
Learning outcomes
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You are capable to develop service marketing management strategies and practices in their organizations also in digital environment.
Content
Understanding Concepts and Theory of Services, Managing Customer Relationships, Nature of Services, Service and Relationship Quality, Quality Management in Services, Service Design, Return on Service and Relationships, Integrated Services Marketing Communications, Managing Service Productivity and Operations
Qualifications
Principles of Marketing. The student has a bachelor´s degree.
Assessment criteria, approved/failed
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You write in argumentative, insightful and error-free formal style and you follow JAMK’s reporting instructions.
Enrollment
20.11.2023 - 04.01.2024
Timing
29.04.2024 - 31.07.2024
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Online learning
Unit
School of Business
Teaching languages
- Finnish
Teachers
- Mari Karjalainen
Groups
-
ZJK24KMKorkeakoulujen välinen yhteistyö, MARATA
-
ZJAYMJ23S1Avoin AMK, marata, YAMK-polut, Matkailu ja palveluliiketoiminnan johtaminen
-
ZJA24KMAvoin amk, marata
-
YMJ23S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
Objectives
Purpose of the course
The purpose of the course is to increase understanding of the importance of service marketing management in business and society and to develop it using research and different tools.
Competences
Service business management competence
Internationalisation and communications competence
Entrepreneurship, innovation and working community competence
Learning outcomes
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You are capable to develop service marketing management strategies and practices in their organizations also in digital environment.
Content
Understanding Concepts and Theory of Services, Managing Customer Relationships, Nature of Services, Service and Relationship Quality, Quality Management in Services, Service Design, Return on Service and Relationships, Integrated Services Marketing Communications, Managing Service Productivity and Operations
Time and location
Webinars:
wk 18 Orientation for the course
wk 20 Support webinar (optional for those, who require help with the assignments)
wk 22 Discussion webinar (an optional way to pass one of the course assignments)
Learning materials and recommended literature
Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. 2017. Services marketing. Integrating Customer Focus Across the Firm. New York: McGraw-Hill.
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Talentum. Journal of Service Management Journal of Service Science and Management.
Teaching methods
Live webinars, videos and independent assignments.
Learning space Moodle.
Exam dates and retake possibilities
No exam included in the course.
Alternative completion methods
6 service marketing management assignments: evaluation PASS/FAIL
Student workload
virtual study 27 h assignments and independent study 108 h Total 135 h (one credit equals 27 hours of student work)
Further information for students
Recognition of prior learning (RPL) can be obtained on the basis of prior learning. Recognition of prior learning is subject to an application which correctly points out the competencies consistent with the course objectives. In addition, a proof of the successful completion of the development assignment is required.
Evaluation scale
Pass/Fail
Evaluation criteria, pass/failed
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You write in argumentative, insightful and error-free formal style and you follow JAMK’s reporting instructions.
Prerequisites
Principles of Marketing. The student has a bachelor´s degree.
Enrollment
01.04.2023 - 30.04.2023
Timing
01.05.2023 - 31.07.2023
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Online learning
Unit
School of Business
Teaching languages
- Finnish
Seats
0 - 45
Degree programmes
- Master’s Degree Programme in Tourism and Hospitality Management
Teachers
- Mari Karjalainen
Groups
-
ZJA23KMAvoin AMK, marata
-
YMJ22S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
-
YHO21S1Organisaation ja talouden johtaminen (YAMK)
-
YMJ21S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
-
ZJAYMJ22S1Avoin AMK, marata, YAMK-polut, Matkailu ja palveluliiketoiminnan johtaminen
-
ZJK23KHKorkeakoulujen välinen yhteistyö, LITA
-
YHO22S1Organisaation ja talouden johtaminen (YAMK)
Objectives
Purpose of the course
The purpose of the course is to increase understanding of the importance of service marketing management in business and society and to develop it using research and different tools.
Competences
Service business management competence
Internationalisation and communications competence
Entrepreneurship, innovation and working community competence
Learning outcomes
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You are capable to develop service marketing management strategies and practices in their organizations also in digital environment.
Content
Understanding Concepts and Theory of Services, Managing Customer Relationships, Nature of Services, Service and Relationship Quality, Quality Management in Services, Service Design, Return on Service and Relationships, Integrated Services Marketing Communications, Managing Service Productivity and Operations
Time and location
Webinars:
wk 18 Orientation for the course
wk 20 Support webinar (optional for those, who require help with the assignments)
wk 22 Discussion webinar (an optional way to pass one of the course assignments)
Learning materials and recommended literature
Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. 2017. Services marketing. Integrating Customer Focus Across the Firm. New York: McGraw-Hill.
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Talentum. Journal of Service Management Journal of Service Science and Management.
Teaching methods
Live webinars, videos and independent assignments
Exam dates and retake possibilities
No exam included in the course.
Alternative completion methods
6 service marketing management assignments: evaluation PASS/FAIL
Student workload
virtual study 27 h assignments and independent study 108 h Total 135 h (one credit equals 27 hours of student work)
Further information for students
Recognition of prior learning (RPL) can be obtained on the basis of prior learning. Recognition of prior learning is subject to an application which correctly points out the competencies consistent with the course objectives. In addition, a proof of the successful completion of the development assignment is required.
Evaluation scale
Pass/Fail
Evaluation criteria, pass/failed
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You write in argumentative, insightful and error-free formal style and you follow JAMK’s reporting instructions.
Prerequisites
Principles of Marketing. The student has a bachelor´s degree.
Enrollment
01.11.2021 - 31.03.2022
Timing
09.05.2022 - 30.07.2022
Number of ECTS credits allocated
5 op
Virtual portion
5 op
Mode of delivery
Online learning
Unit
School of Business
Teaching languages
- Finnish
Seats
0 - 40
Degree programmes
- Master’s Degree Programme in Business and Financial Management
- Master’s Degree Programme in Tourism and Hospitality Management
Teachers
- Mari Karjalainen
Groups
-
YHO21S1Organisaation ja talouden johtaminen (YAMK)
-
YMJ21S1Matkailu- ja palveluliiketoiminnan johtaminen (YAMK)
-
YHO20SAOrganisaation ja talouden johtaminen (YAMK)
-
YMJ20S1Matkailu- ja palveluliiketoiminnan johtaminen
-
ZJK22KMKorkeakoulujen välinen yhteistyö, MARATA
-
YHO20S1Organisaation ja talouden johtaminen
Objectives
Purpose of the course
The purpose of the course is to increase understanding of the importance of service marketing management in business and society and to develop it using research and different tools.
Competences
Service business management competence
Internationalisation and communications competence
Entrepreneurship, innovation and working community competence
Learning outcomes
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You are capable to develop service marketing management strategies and practices in their organizations also in digital environment.
Content
Understanding Concepts and Theory of Services, Managing Customer Relationships, Nature of Services, Service and Relationship Quality, Quality Management in Services, Service Design, Return on Service and Relationships, Integrated Services Marketing Communications, Managing Service Productivity and Operations
Time and location
Webinars:
wk 19 Orientation for the course
wk 21 Support webinar (optional for those, who require help with the assignments)
wk 22 Discussion webinar (an optional way to pass one of the course assignments)
Learning materials and recommended literature
Zeithaml, V. A., Bitner, M. J. & Gremler, D. D. 2017. Services marketing. Integrating Customer Focus Across the Firm. New York: McGraw-Hill.
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Talentum. Journal of Service Management Journal of Service Science and Management.
Teaching methods
Live webinars, videos and independent assignments
Exam dates and retake possibilities
No exam included in the course.
Alternative completion methods
6 service marketing management assignments: evaluation PASS/FAIL
Student workload
virtual study 27 h assignments and independent study 108 h Total 135 h (one credit equals 27 hours of student work)
Further information for students
Recognition of prior learning (RPL) can be obtained on the basis of prior learning. Recognition of prior learning is subject to an application which correctly points out the competencies consistent with the course objectives. In addition, a proof of the successful completion of the development assignment is required.
Evaluation scale
Pass/Fail
Evaluation criteria, pass/failed
You know the theoretical framework and concepts of the services marketing. You understand the strategic meaning of service management and marketing. He/she can explain the unique challenges involved in marketing and managing services. You learn to evaluate the issues required in managing customer satisfaction, service and relationships quality. You can utilize appropriate concepts and models for the analysis and evaluation of service management and/or marketing problems. You write in argumentative, insightful and error-free formal style and you follow JAMK’s reporting instructions.
Prerequisites
Principles of Marketing. The student has a bachelor´s degree.