Service Management
| Structure Type: | Study unit |
|---|---|
| Code: | TLP0701 |
| Type: | Compulsory / Basic Studies |
| Curriculum: | LT 2018 |
| Level: | Bachelor of Business Administration |
| Year of Study: | 1 (2018-2019) |
| Semester: | Spring |
| Credits: | 3 cr |
| Responsible Teacher: | Sabel, Thomas |
| Language of Instruction: | Finnish |
Courses During the Academic Year 2018-2019
| Impl. | Group(s) | Study Time | Teacher(s) | Language | Classes | Enrolment |
|---|---|---|---|---|---|---|
| 21 | T-LT-1-2 | 2019-01-07 – 2019-04-28 | Heidi Hellström | Finnish | 33 h | 2018-11-15 – 2019-01-14 |
| 22 | T-LT-1-1 | 2019-01-07 – 2019-05-26 | Timo Malin | Finnish | 27 h | 2018-12-10 – 2019-01-14 |
| 24 | T-LT-1-3 | 2019-01-07 – 2019-05-26 | Peter Smeds | Finnish | 33 h | 2018-12-10 – 2019-01-14 |
| 25 | T-LT-1-4 | 2019-01-07 – 2019-05-26 | Peter Smeds | Finnish | 33 h | 2018-12-10 – 2019-01-14 |
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
81h. Classroom, projects and groupwork: 39h. Individual work 42h.
The assesment of student's own learning 1 h is included in contact lessons.
Prerequisites / Recommended Optional Courses
Basics of Marketing
Contents
Getting to know different types of services, how to assess services, reporting and service design.
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, learning by writing.
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. The student will write a learning diary. The student's ability to relate to theory when assessing services will play a major role.
- Individual: book exam 50%
- Mystery shopping group work 50%
- Articles (3 presentations)