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2013/2014  BA-HAS_FSI  Service Management Foundations: Service and innovation

English Title
Service Management Foundations: Service and innovation

Course information

Language English
Exam ECTS 7.5 ECTS
Type Mandatory
Level Bachelor
Duration One Quarter
Course period Autumn, First Quarter
Time Table Please see course schedule at e-Campus
Study board
Study Board for BSc in Service Management
Course coordinator
  • Ana Maria Munar - Department of International Economics and Management (INT)
Main academic disciplines
  • Experience economy and service management
  • Methodology
Last updated on 08-08-2013
Learning objectives
• Explain and apply descriptive research methods and statistical measurements, and select data sources
• Explain and apply the concepts and theories on the service sectors presented through the course
• Formulate problem statements and methodological proposals selecting the appropriate descriptive methods for specific research problems
• Provide an adequate structure and design for a research project
• Demonstrate a basic use of information technologies to design and present statistical data in the form of tables and other graphical representations
• Discuss and analyse the structure and development of specific service sectors presented in the course
• Explain and discuss reports and documents about services using the knowledge on descriptive methods and the concepts and theories presented in the course
Written exam:
Examination form Written sit-in exam
Individual or group exam Individual
Assignment type Written assignment
Duration 4 hours
Grading scale 7-step scale
Examiner(s) Internal examiner and second internal examiner
Exam period Autumn Term
Aids allowed to bring to the exam Limited aids, see the list below and the exam plan/guidelines for further information:
  • Allowed calculators
  • Allowed dictionaries
  • Books and compendia brought by the examinee
  • Notes brought by the examinee
Make-up exam/re-exam
Same examination form as the ordinary exam
If the number of registered candidates for the make-up examination/re-take examination warrants that it may most appropriately be held as an oral examination, the programme office will inform the students that the make-up examination/re-take examination will be held as an oral examination instead.
Course content and structure

This course provides students with the methodological tools and conceptual frameworks to analyze and manage descriptive statistical data and information on the economic development of services with special focus on one of the following fields: (1) tourism and hospitality, (2) culture and arts, and (3) service innovation. It provides competences to formulate and develop project proposals based on descriptive research methods, awareness of the research process and knowledge management applied to services.
The course is divided in two main sections. The first one introduces theories and tools related to problem solving, problem formulation and project structure and it explains the fundamentals of descriptive statistics and data management. This includes the management of statistical data and the design and analysis of tables and graphical representations. Also, this section introduces the use of information technologies for descriptive statistics.
The second section presents the different foundations of one of the following fields: (1) tourism and hospitality, (2) arts and culture, and (3) service innovation. The course provides a succinct yet comprehensive introduction to each specialization and area of study, and gives a general overview of the industries and their development. Finally, the course discusses the reasons of why to measure services and critically examines the different statistical data sources which can be used for descriptive research methods. 

Teaching methods
The course includes lectures and interactive exercises in class, an optional home assignment and a workshop on information technologies and descriptive statistics
Student workload
Lectures 30 hours
Workshop 4 hours
Preparation for class and exam 156 hours
Home assignment 10 hours
Examination 4 hours
Expected literature
Veal, A.J. (2006).Research Methods for Leisure and Tourism. A Practical guide. Harlow: Pearson Prentice Hall. 

Alan Agresti, A. & Franklin, C. (2012) ‘Statistics. The Art and Science of learning from Data’,  Harlow: Pearson Prentice Hall.

Ahmed, P & Shepherd, C., (2010). Innovation Management: Context, Strategies, Systems and Processes. Harlow: Pearson Prentice Hall.
Last updated on 08-08-2013