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2012/2013  KAN-SE04  eBusiness and Communication Management in Services

English Title
eBusiness and Communication Management in Services

Course information

Language English
Exam ECTS 7.5 ECTS
Type Mandatory
Level Full Degree Master
Duration One Quarter
Course period Second Quarter
Time Table Please see course schedule at e-Campus
Study board
Study Board for MSc of Social Science
Course coordinator
  • Rony Medaglia - Center for Applied Information and Communication Technology
Main Category of the Course
  • Information Systems
Last updated on 17-07-2012
Learning objectives
The students must be able to:
  • Identify and critically assess the implications of the development of new ICT for the service industry;
  • Explain and compare the main concepts and theories of eBusiness in relation to service management;
  • Critically assess the value and relevance of concepts and theories presented through the course in relation to their practical application;
  • Describe, analyse, and critically examine the application of eBusiness strategies in service corporations;
  • Identify a relevant problem for a service firm, use appropriate research methods, and be able to apply the relevant theoretical knowledge to a business case.
Oral exam based on mini-project
Type of test Oral with Written Assignment
Marking scale 7-step scale
Second examiner External examiner
Exam period Autumn Term
Aids Without preparation
Duration 20 Minutes
The evaluation of this course consists of an individual oral exam based on a mini- project. The 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. The mini-project is integrated in the assesment.

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 gives students the ability to understand and analyse the developments of the information and telecommunication technologies and their impact in the service industry. Students will be able to present and critically examine the latest application of the ICTs in service firms and to examine the development of ecommerce and booking systems. The course includes the relationship between ICTs and innovation strategies. Students should be able to analyse, describe and critically examine the application of eBusiness strategies in service corporations. The course presents the theories and models of communication in organisations and enables students to prepare a communication plan for real organisational situations. The relationship between theory and practice will be achieved by use of cases. Through its learning activities and assessment the course enhances the generic and specific competencies 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 analyses etc.
Expected literature

Please note that the litterature is guiding


Dave Chaffey (2009). E-business and E-commerce management, Prentice Hall, Fourth Edition (ISBN 978-0-273-71960-1).



Andersen, K. V., Björn-Andersen, N., & Dedrick, J. (2003). Governance initiatives creating a demand-driven e-commerce approach: the case of Denmark. The Information Society, 19(1), 95-105.

Andersen, K.V., & Henriksen, H. (2006). Reorganizing Government: Bhutan Visa Online. In System Sciences, 2006. HICSS '06. Proceedings of the 39th Annual Hawaii International Conference In System Sciences, 2006.

Birkinshaw, J. And Goddard, J. (2009). What Is Your Management Model?, MIT Sloan Management Review, Winter, Vol 50:2, pp. 81-90.

Danneels, E. (2004). Disruptive Technology Reconsidered: A Critique and Research Agenda. Journal of Product Innovation Management, 246-258.

Harison, E., & Boonstra, A. (2008). Reaching new altitudes in e-commerce: Assessing the performance of airline websites. Journal of Air Transport Management, 14(2), 92-98.

Krstov, L., & Šinkovec, U. (2003). Relations between Business Strategy, Business Models and E-Business Applications. Bled International eBusiness Conference.

Meuter, Matthew L., Amy L. Ostrom, Robert Roundtree, and Mary Jo Bitner, (2000). Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters, Journal of Marketing, Vol. 64, pp. 50-64.

O’Reilly, T. (2007). What is Web 2.0: Design patterns and business models for the next generation of software. Communication & Strategies, (65), 17-28.

Porter, M. E. (2001). Strategy and the Internet. Harvard business review, 79(3).

Rappa, M. A. (2004). The utility business model and the future of computing services. IBM Systems Journal, 43(1), 32-42.

Seddon, P. B., & Lewis, G. P. (2003). Strategy and business models: What's the difference. In 7th Pacific Asia Conference on Information Systems, Adelaide, South Australia.

Shafer, S. M., Smith, H. J., & Linder, J. C. (2005). The power of business models. Business Horizons, 48(3), pp. 199-207.

Shapiro, C. and Varian, H.R. (1999). “Networks and Positive Feedback”, in Information rules: a strategic guide to the network economy, pp. 173-225.

Shapiro, C. and Varian, H.R. (1999). “Recognizing lock-in”, in Information rules: a strategic guide to the network economy, pp. 103-134

Shapiro, C., & Varian, H. R. (1999). The art of standards wars. California Management Review, 41(2), 8-32.

Werthner, H., & Ricci, F. (2004). E-commerce and tourism. Commun. ACM, 47(12), 101-105.

Weill, P., Subramani, M., & Broadbent, M. (2002). IT Infrastructure for Strategic Agility, MIT Sloan School of Management Working Paper No. 4235-02.

Zehrer, A. and Möschl, P. (2008). ‘New Distribution Channels and Business Strategies for Location-based Travel Agencies’, in O’Connor, P., Höpken, W., & Gretzel, U. (Eds.). (2008). Information and Communication Technologies in Tourism 2008. Vienna: Springer Vienna.

Last updated on 17-07-2012