Curricula

Objectives

Special features of services management are in the core when operating in tourism and hospitality industry. In this course the students learn about the theory of the different sectors in a company’s service system: service product, service production system, service culture and service quality.

The objective is that after the course the students can identify the critical points in service operations from the management's point of view, and are able to analyse and develop companies’ service system.
They understand the significance of the core and supporting processes in terms of the quality and profitability of services. They recognize factors affecting service quality and know how to measure and develop it.

Content

• Special features in service management
• Service system model
• Augmented service product
• Service processes and their visualization
• Service quality, analyzing and measuring quality
• Service culture

Learning materials and recommended literature

Johnston R., Clark G., Shulver M. 2021. Service Operations Management. Pearsons Educational Ltd. (e-book available)
Learning material provided by the lecturer

Teaching methods

Lectures
individual assignments
group assignments
in-class case studies
guest speeches/lectures by business practitionaires

Practical training and working life connections

Guest speakers, case examples

Exam dates and retake possibilities

Two retake opportunities if the exam is failed

Student workload

Lectures 40 h
Individual and group assignments 55 h
Exam and studying of literature 40 h
Total 135 h

Further information for students

Self-evaluation
Peer evaluation
Continuous feedback

Evaluation scale

0-5

Evaluation criteria, satisfactory (1-2)

1 (Sufficient)
The student knows the concepts related to service systems and process thinking. The student recognises the different components of the service system and its core and support processes and can assess their quality from the perspective of customers in a restricted manner. She/he knows the basics in service quality thinking.
2 (Satisfactory)
The student masters the concepts related to service systems and process thinking. He/she recognises the different components of the service system and its core and support processes and can assess the quality of different components from the perspectives of the company and customer in a restricted manner. She/he understands the service quality thinking.

Evaluation criteria, good (3-4)

3 (Good) The student has internalized the concepts related to service systems and process thinking. He/she can describe service systems as well as core and support processes in an extensive manner. He/she can analyze and develop the quality of service systems from the perspective of the company and customer. He/she understands the economic significance of developing services. She/he understands the service quality thinking and can apply it in service management.
4 (Very Good) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop the value generation of service systems as well as the efficiency of core and support processes. She/he understands well the service quality thinking and can apply it in comprehensive way in service management.

Evaluation criteria, excellent (5)

5 (Excellent) The student has internalized the concepts related to service systems and process thinking. He/she can analyze and develop innovative service systems as well as the related core and support processes. He/she uses service process tools in a creative and efficient way. She/he has assimilated the service quality thinking and can apply it in comprehensive way in service management

Prerequisites

Basics in services