| Learning objectives |
- Explain concepts and theories about the nature and role of
services in the economy
- Apply the different economic theories with special focus on the
management conditions of service firms.
- Provide a critical analysis of the characteristics of a service
operation and present solutions to management problems.
- Critically discuss the competitive environment of services and
apply theoretical frameworks to examine the competitiveness of
service firms.
- Examine service design, innovation processes and quality
management in services applying theoretical models and new service
development tools.
- Work in teams and apply academic knowledge to practical cases
in services
|
| Course prerequisites |
| Students not enrolled in BSc in Business
Administration & Service Management must document a level in
English equal to TOEFL 575, and A level in mathematics equal to
Danish level B |
| Examination |
|
Service
Economics: Service and Innovation:
|
| Exam
ECTS |
7,5 |
| Examination form |
Oral exam based on written product
In order to participate in the oral exam, the written product
must be handed in before the oral exam; by the set deadline. The
grade is based on an overall assessment of the written product and
the individual oral performance. |
| Individual or group exam |
Group exam, max. 3 students in the
group |
|
The group size should be max. 2 - 3
students |
| Size of written product |
Max. 10 pages |
| Assignment type |
Project |
| Duration |
Written product to be submitted on specified date and
time.
20 min. per student, including examiners' discussion of grade,
and informing plus explaining the grade |
| Preparation time |
No preparation |
| Grading scale |
7-step scale |
| Examiner(s) |
Internal examiner and external examiner |
| Exam period |
Winter Term |
| Make-up exam/re-exam |
Same examination form as the ordinary exam
|
Description of the exam
procedure
The final exam is a 72-hour group
project. The individual oral exam takes its point of departure in
the group project, but also natural relations to theory and models
from syllabus. The individual assessment is based on a combined
evaluation of the written group project and the individual oral
exam.
|
|
| Course content and structure |
|
Course aim: Service industries play a central role in the world
economy. This course aims to provide students with economic and
business theories, analytical tools and practical methods to
understand the specific characteristics and conditions of the
service economy and to provide solutions to improve the management
of service firms.
Course content: The course consists of different knowledge areas
of the service economy: the economic role and specific
characteristics of services, the design of the service enterprise
and the managing of services. The first part of the course focuses
on understanding services’ characteristics, their relation to
economic evolution and it discusses competition and strategy issues
in services. The second part focuses on theories, tools and methods
for designing the service firm and deals with the areas of
innovation, quality and new service development. The third part
introduces strategies for process improvement and facility and
location considerations relevant to the management of service
firms. The final part analyses models and methods to
manage capacity and demand, capacity planning and queuing
systems. The different theories and tools are applied using
interactive exercises and practical case studies of (1)
service innovation, (2) tourism and hospitality, and (3) culture
and the arts.
|
| Teaching methods |
| The course comprises of lectures and structured
class activities. In the lectures the different theories and models
are presented using cases of the service industries and interactive
exercises. The course involves the preparation of a case in one of
the following specializations (1) service innovation, (2) tourism
and hospitality, and (3) culture and the arts. Students work in
teams, choose a problem statement related to the management of a
service corporation of their specialization and present their case
analysis in class. There will be a peer evaluation of the cases.
Guidelines for the development of the case will be introduced as a
preparation for the student activities. |
| Student workload |
| Classes |
30 hours |
| Cases workshop |
6 hours |
| Preparation for class |
85 hours |
| Home assignment |
14 hours |
| Exam |
72 hours |
|
| Expected literature |
|
Fitzsimmons, James A. & Fitzsimmons, Mona J. (2008) Service
Management – Operations, Strategy, Information Technology, 6th
edition. McGraw-Hill, Boston.
Fitzsimmons, James A. & Fitzsimmons, Mona J., eds. (2002), New
Service Development – Creating Memorable Experiences, Sage
Publications, London.
Please note, minor changes may occur. The teacher will
upload the final reading list to LEARN two weeks before the
course starts.
|
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