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Service Management

Structure Type: Study unit
Code: TLP0701
Type: Compulsory / Basic Studies
Curriculum: LT 2019
Level: Bachelor of Business Administration
Year of Study: 1 (2019-2020)
Semester: Spring
Credits: 3 cr
Responsible Teacher: Sabel, Thomas
Language of Instruction: Finnish

Courses During the Academic Year 2019-2020

Impl.Group(s)Study TimeTeacher(s)LanguageClassesEnrolment
26T-LT-1-12020-01-06 – 2020-05-24Heidi SkjälFinnish33 h2019-12-16 – 2020-01-14
27T-LT-1-22020-01-06 – 2020-05-24Heidi SkjälFinnish33 h2019-12-16 – 2020-01-14
28T-LT-1-32020-01-06 – 2020-05-24Heidi SkjälFinnish33 h2019-12-16 – 2020-01-14
29T-LT-1-42020-01-06 – 2020-05-24Harri JaskariFinnish33 h2019-12-16 – 2020-01-14

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)


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