COURSE SYLLABUS
Service Management and Marketing, 7.5 credits
Service Management and Marketing, 7,5 högskolepoäng
Course Syllabus for students Autumn 2020
Course Code: MLFN13
Confirmed by: Council for Undergraduate and Masters Education Jul 1, 2013
Revised by: Examiner Aug 30, 2018
Valid From: Aug 20, 2018
Version: 5
Education Cycle: First-cycle level
Disciplinary domain: Social sciences
Subject group: FE1
Specialised in: G2F
Main field of study: Business Administration

Intended Learning Outcomes (ILO)

On completion of the course the students will be able to:

Knowledge and understanding

1. explain and evaluate the phenomenon of services from a management perspective.
2. describe, explain and evaluate the service process and its particularity compared to product systems
3. describe, explain and analyse concepts, models, and theories of and models of service management and marketing.

Skills and abilities

4. use a mix of practical and theoretical features applicable when managing and marketing services in different contexts.
5. analyse problems in the management and marketing of services and evaluate alternatives to solve these problems.

Judgement and approach

6. display a service mindset essential to customer relationships in a service context.
7. outline and critically reason about the fundamentals of service management and marketing.

Contents

The course is a C-level course building on general theories in marketing and management, which are further applied in a service context. The students are invited to the field essentially through classical models and concepts of Service Management and Marketing. The focus of the course is on services in different contexts and not on the 'pure' service sector. The different contexts emphasized are for example: services in the business-to-business sector, in knowledge intensive firms, and in traditional service firms.

Type of instruction

Lectures, seminars, discussions and group work.

The teaching is conducted in English.

Prerequisites

60 credits in Business Administration or Economics including at least 7.5 credits in basic marketing and management courses (or the equivalent).

Examination and grades

The course is graded A, B, C, D, E, FX or F.

ILO 1, 2, 3 & 5: Written exam
ILO 3, 4, 5: Group assignment such as case studies or research project
ILO 3, 4, 6 & 7: Assignments in group or individually

Registration of examination:
Name of the TestValueGrading
Examination17.5 creditsA/B/C/D/E/FX/F
1 Determines the final grade of the course, which is issued only when all course units have been passed.

Course evaluation

It is the responsibility of the examiner to ensure that each course is evaluated. At the outset of the course, evaluators must be identified (elected) among the students. The course evaluation is carried out continuously as well as at the end of the course. On the completion of the course the course evaluators and course examiner discuss the course evaluation and possible improvements. A summary report is created and archived. The reports are followed up by program directors and discussed in program groups and with relevant others (depending on issue e.g. Associate Dean of Education, Associate Dean of faculty, Director of PhD Candidates, Dean and Director of Studies). The next time the course runs, students should be informed of any measures taken to improve the course based on the previous course evaluation.

Other information

Academic integrity
JIBS students are expected to maintain a strong academic integrity. This implies to behave within the boundaries of academic rules and expectations relating to all types of teaching and examination.
Copying someone else’s work is a particularly serious offence and can lead to disciplinary action. When you copy someone else’s work, you are plagiarizing. You must not copy sections of work (such as paragraphs, diagrams, tables and words) from any other person, including another student or any other author. Cutting and pasting is a clear example of plagiarism. There is a workshop and online resources to assist you in not plagiarizing called the Interactive Anti-Plagiarism Guide.
Other forms of breaking academic integrity include (but are not limited to) adding your name to a project you did not work on (or allowing someone to add their name), cheating on an examination, helping other students to cheat and submitting other students work as your own, and using non-allowed electronic equipment during an examination. All of these make you liable to disciplinary action.

Course literature

Literature

Wilson, A., Zeithaml, V, Bitner, M-J. and Gremler, D. 2012. Services Marketing: Integrating Customer Focus Across the Firm. Latest edition. McGraw-Hill. ISBN: 9780077131715

Case studies

Complementary academic literature based both on few classic readings and contemporary research from service management and marketing related academic publications.