Basics of Service Management (5 cr)

Evaluation scale

0-5

Objective

The student knows the different perspectives to managing services:
- service as a product, conceptualisation of the services, service production, service culture, quality and marketing and can apply his/her knowledge for analysis and development of services. The student understands the principles of service desing and possibilities offered by digitalisation. He/she knows the importance of services from the industry and national perspective.

Content

Contents and classification of services, service process description, service design, service quality and its measurement, service culture, special features of service marketing, digital services,economic significance of service business.

Location and time

Opetus toteutetaan nauhoitteiden ja live-webinaarien muodossa viikoilla 36-44

Materials

ISBN 978-951-0-34601-3 sidottu
Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. Helsinki : WSOYpro. Opintojaksolle koottu työkalu-, raportti- ja artikkelikokoelma.

Teaching methods

Verkkoluennot ja itsenäinen työskentely oppimistehtävien ja aineistoesseen kanssa.

Exam schedules

Kurssiin ei sisälly tenttiä.

Completion alternatives

Hyväksilukemisen menettelytavat kuvataan tutkintosäännössä ja opinto-oppaassa. Opintojakson opettaja antaa lisätietoa mahdollisista opintojakson erityiskäytänteistä.

Student workload

5 op = 135 h
Luennot (16 h) itsenäinen työskentely (119h)

Kurssin tehtävät
Kurssiin kuuluu kuusi (6) erilaajuista tehtävää:

1) Palvelukokemukset-kirjoitus, Arvionti: S
2) Palvelumuotoilun käsitteesen tutustuminen, Arviointi : 1-5, 20 % arvosanasta.
3) Mystery Shopping, Arviointi: 1-5, 30 % arvosanasta.
4) Hissipuhe, Arviointi: S
5) Palvelut NYT-keskustelu, Arviointi: S
6) Aineistoessee, Arviointi 1-5, 50 % arvosanasta

Assessment criteria, satisfactory (1)

1 Adequate
The student knows concepts related management of services. He/she recognises the core and support processes.He/she knows some service design tools. He/she knows some basics related to special features of service marketing and quality management. When guided, he/she takes responsibility of the assignemnts.He/she knows how to work in groups but does not always follow the principles of the group work. Student's presentation skills are not fluent.

2 Satisfactory
The student has partly internalised the concepts related management of services. He/she recognises the core and support processes and can estimate their role in a limited manner. He/she knows some service design tools. He/she knows the basics related to special features of service marketing and quality management. He/she knows how to work in groups but does not always follow the principles of the group work.Student's oral communication in presentation situations is not cohesive or understandable in all aspects.

Assessment criteria, good (3)

3 Good
The student has internalised the concepts related management of services. He/she can analyse and develop service concepts as well as the related core and support processes. He/she uses service design tools. He/she understands the special features of service marketing and quality management. Student's oral communication in presentation situations is understandable.

4 Very Good
The student has internalised the concepts related management of services well. He/she can analyse and develop innovative service concepts as well as the related core and support processes. He/she uses service design tools well. He/she understands the special features of service marketing and quality management. Student's oral communication in presentation situations is fluent.

Assessment criteria, excellent (5)

5 Excellent
The student has internalised the concepts related management of services very well. He/she can analyse and develop innovative service concepts as well as the related core and support processes independently. He/she uses service design tools in a creative and efficient way. He/she understands the special features of service marketing and quality management. Student's oral communication in presentation situations is fluent, argumentative and interactive.

Qualifications

-

Further information

avoin amk 1