Service Management and Marketing

Structure Type: Course
Code: LTVAMA503
Type: Elective
Level: Bachelor
Credits: 3.0 points
Responsible Teacher: Rantalainen, Sirkku
Teacher Team: Mutka-Vierula, Kristiina ; Joensuu-Salo, Sanna ; Anttila, Terhi
Language of Instruction: Finnish

Course Implementations, Planned Year of Study and Semester

Curriculum  Semester  Credits  Start of Semester  End of Semester
LITAKO-2015   2 spring   3.0   2017-01-01   2017-07-31  
LITAKO-2016   2 spring   3.0   2018-01-01   2018-07-31  

Learning Outcomes

The student can describe the distinctive characteristics of service-providing businesses and be able to identify the areas where the service-oriented frame of mind has been applied in the business environment. The student will have command of the basic concepts of service management and marketing and be able to envision the possibilities and challenges of services from the perspective of business development. The student is competent in analysing a business from the point of view of services and have the potential to manage, market and develop services.

Student's Workload

Total work load of the course: 80 h
- of which scheduled studies: 30 h
- of which autonomous studies: 50 h

Prerequisites / Recommended Optional Courses

Marketing studies in virtual enterprise activities

Contents

- Services and creating competitive advantage
- Service quality
- Service management and service culture
- Specialist services

Recommended or Required Reading

Grönroos, C. 2009. Palvelujen johtaminen ja markkinointi. WSOYpro, Helsinki.

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures and exercises.

Assessment Criteria

Excellent (5)=The student has carried out work to an excellent standard and participated actively and constructively. The student is able to show excellent competence in service management and marketing both in theory and practice.
Good (4-3)=The student has carried out work well and participated actively. The student is able to show good competence in service management and marketing both in theory and practice.
Satisfactory (2-1)=The student has carried out work and participated as instructed. The student is able to show exeptable competence in service management and marketing both in theory and practice.

Assessment Methods

Exam and written exercises.

Work Placement

Work placement is not included in the study.

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