Course detail
Service Management
FP-BSMAEAcad. year: 2024/2025
Today, services are the growth engine of developed economies. Service Management takes an operations point of view to look at companies and industries in the service sector. The course will be primarily case based and will include cases from industries and sectors such as retailing, health care, financial services, internet services. Cases will be supplemented with lectures and readings, with some guest lectures and field trips as well.
Language of instruction
Number of ECTS credits
Mode of study
Guarantor
Department
Offered to foreign students
Entry knowledge
Rules for evaluation and completion of the course
Class participation grades will be based on each student's contribution to the class. Students have to prepare two projects (individual and team) and then to pass final exam.
Aims
The course is focused on development of understanding of services in current society and on organizations whose core product is service (e.g. banks, hotels, hospitals) and on organizations which provide services as a complement of their tangible products.
Study aids
Prerequisites and corequisites
Basic literature
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing: Integrating customer focus across the firm (No. 2nd Eu). McGraw Hill. (EN)
Recommended reading
Fischer, T., Gebauer, H., & Fleisch, E. (2012). Service business development: strategies for value creation in manufacturing firms. Cambridge University Press. (EN)
Lay, G. (Ed.). (2014). Servitization in Industry. Springer. (EN)
Elearning
Classification of course in study plans
Type of course unit
Lecture
Teacher / Lecturer
Syllabus
The course is taught through lectures explaining the basic principles and theory of the discipline. Seminars are focused on practical topics presented in lectures.
Exercise
Teacher / Lecturer
Syllabus
Seminars are focused on practical topics presented in lectures.
E-learning texts
IGA Service Management.docx 10.6 MB
IGA Service Management.docx 10.6 MB
Elearning