FP-BSMAEAcad. year: 2019/2020
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.
Learning outcomes of the course unit
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.
Basic knowledge of marketing is recommended.
Recommended optional programme components
Recommended or required reading
Lay, G. (Ed.). (2014). Servitization in Industry. Springer. (EN)
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)
Fischer, T., Gebauer, H., & Fleisch, E. (2012). Service business development: strategies for value creation in manufacturing firms. Cambridge University Press. (EN)
Baines, T., & Lightfoot, H. (2013). Made to serve: how manufacturers can compete through servitization and product service systems. John Wiley & Sons. (EN)
Lovelock, Christopher, Paul G. Patterson, and Jochen Wirtz. Services Marketing. Pearson Australia, 2014. (EN)
Planned learning activities and teaching methods
The lecturers describing the main principles, methodology and problems are the main part of teaching methods. Seminars mostly support practical understanding of the discussed topics from the lectures.
Assesment methods and criteria linked to learning outcomes
During the semester, students will be doing a number of in-class activities involving the application of services concepts. In addition, students will prepare individual project, team project and write final exam. Active participation in in-class activities and other activity-related discussions during class will play a significant role in determining class participation grades.
Language of instruction
1. Importance of Services. Service Classification.
2. Characteristics of services. 7 Ps of the ‘Services Marketing Mix’.
3. 7 Ps of the ‘Services Marketing Mix’- Product.
4. 7 Ps of the ‘Services Marketing Mix’- Price. Place.
5. 7 Ps of the ‘Services Marketing Mix’– Promotion.
6. 7 Ps of the ‘Services Marketing Mix’– People, Process and Physical Evidence.
7. Managing of service quality. Customer loyalty. Service blueprinting.
8. Servitization. Services in industry.
9. Service development and its implementation.
10. Successful service companies.
11. On-line services.
12. Social media in service management.
13. Trends in service management.
The objective of this course is to prepare students to understand the unique challenges involved in management and marketing of service and its implications for business.
Specification of controlled education, way of implementation and compensation for absences
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.
Type of course unit
26 hours, optionally
Teacher / Lecturer
13 hours, optionally
Teacher / Lecturer
eLearning: currently opened course