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2011/2012  KAN-SE07  Leadership and Strategy in Service Management

English Title
Leadership and Strategy in Service Management

Course Information

Language English
Point 7,5 ECTS (225 SAT)
Type Mandatory
Level Full Degree Master
Duration One Quarter
Course Period Fourth Quarter
Time Table Please see course schedule at e-Campus
Study Board
Study Board for MSc of Social Science
Course Coordinator
  • Lise Lyck - Center for Tourism and Culture Management
Main Category of the Course
  • Economic and organizational sociology
Last updated on 29 maj 2012
Learning Objectives
The student must demonstrate
  • comprehensive knowledge and understanding of general leadership and the different kinds of leadership dealt with in the course
  • comprehensive knowledge on strategic issues in service management
  • comprehensive knowledge on course cultural leadership and management
  • comprehensive knowledge and understanding of the theories of leadership and strategy presented in the course
  • comprehensive knowledge and understanding of the cases presented in the course
  • ability to apply theories and models from the course to the focus areas of the study
  • demonstrate the ability to identify a relevant problem for a service firm
  • an appropriate use of research methods
  • the ability to apply the relevant theoretical knowledge to a business case and
  • good analytic and presentation skills
Oral exam based on mini-project
Assessment Oral with Written Assignment
Marking Scale 7-step scale
Censorship External examiners
Exam Period Spring Term
Aids Without preparation
Duration 20 Minutes
The evaluation of this course consists of an inidvidual oral exam (20 minutes per student including votation) based on a mini-project. The mini-project must be written in groups of max. 5 students (max. 15 pages) or individually (max. 10 pages). The oral exam is based on the mini-project and the course curriculum.

If a student is ill during the regular oral exam, he/she will be able to re-use the mini-project at the make-up exam. If a student is ill during the writing of the mini-project and did not contribute to the mini-project, the make-up exam can be written individually or in groups (provided that other students are taking the make-up/re-exam). If the student did not pass the regular exam, he/she must make a new revised mini-project (confer advice from the examiner) and hand it in on a new deadline specified by the secretariat.
Course Content

The course aims to give students the central skills to understand leadership theories and tools and strategic knowledge of services. The models function as analytical tools for leadership and strategy issues in the study focus areas. The course provides students with the skills to apply strategy analysis to real business cases. It gives students the knowledge to identify leadership challenges and describe strategic solutions related to business activities at the corporate level. The course also includes focus on the special challenges posed by cross cultural issues. The relationship between theory and practice will be developed by applying the knowledge provided in a specific case of a real service corporation. Through its learning activities and assessment this course enhances the generic competences of problem solving, team work, ability to write and present academic reports for an expert audience, ability to coordinate the activities of a project and apply knowledge to practice.

Teaching Methods
Lectures, case analysis, web-based simulation game HotelSIM.

Please note that the litterature is guiding

Enz, Cathy: Hospitality Strategic Management, Concepts and Cases, 2nd edition. Wiley.

5-7 cases to be acquired over the net focusing on Leadership and Culture in the Hospitality Industry.

HotelSIM (access sponsored by CBS).