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Service Management

Structure Type: Study unit
Code: TLP0701
Curriculum: LT 2023W
Level: Bachelor of Business Administration
Year of Study: 1 (2023-2024)
Semester: Spring
Credits: 3 cr
Responsible Teacher: Skjäl, Heidi
Language of Instruction: Finnish

Courses During the Academic Year 2023-2024

Impl.Group(s)Study TimeTeacher(s)LanguageEnrolment
3013LT2023-1A, LT2023-1B2024-03-11 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12
3014LT2023-1C, LT2023-1D2024-03-11 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12
3016LT2023-1W2024-03-11 – 2024-05-12Sari SaarikoskiFinnish2023-12-01 – 2024-01-12
3017LT2023V-1K2024-01-08 – 2024-05-12Heidi SkjälFinnish2023-12-01 – 2024-01-12

Learning Outcomes

The student knows the meaning of a service, knows different types of services and also understands the significance of service as a competitive advantage.

Student's Workload

Total 81h. Classroom, projects and groupwork: 27h. Individual work 54h.
The assesment of student's own learning 1 h is included in contact lessons.

Prerequisites / Recommended Optional Courses

Basics of Marketing


Getting to know different types of services, how to assess services, reporting and service design.

Regional Impact

The course reflects on companies in the area.

Recommended or Required Reading and Other Learning Resources/Tools

-Tuulaniemi, Juha. Service Design. Talentum, 2011. Hämeenlinna : Kariston kirjapaino
-Other material handed out by the lecturer

Mode of Delivery / Planned Learning Activities and Teaching Methods

Lectures, workshops, group assignments.

Assessment Criteria

Excellent 5 The student is able to assess different services and their impact on the success of the organisation in a critical way. Here he is able to analytically take the theories into account.

Good 3 The student is able to classify different services and he/she is also able to evaluate their impact on the business.

Satisfactory 1 The student is able to identify different services and he/she is also able evaluate to their impact on the business.

Assessment Methods

A numeric scale (0-5) is used. The grade will be given based upon assignments, workshops and group work.