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2015/2016  KAN-CSSMO1025U  Leadership and Strategy in Service Management

English Title
Leadership and Strategy in Service Management

Course information

Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Full Degree Master
Duration One Quarter
Start time of the course Fourth Quarter
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for MSc of Social Science
Course coordinator
  • Teddy Zebitz - Department of Marketing (Marketing)
Main academic disciplines
  • Sociology
Last updated on 14-08-2015
Learning objectives
To achieve the grade 12, students should meet the following learning objectives with no or only minor mistakes or errors: The student must be able:
  • to account for theories of leadership and strategy as well as for problems/cases from course literature
  • to identify a relevant leadership/strategy problem for a service corporation, use appropriate research methods, and be able to apply the relevant theoretical knowledge to a business case
  • to discuss and reflect on the strength and weakness in leadership and service management theories and to reflect on the consequences of applying them in a structural analysis
  • to explain the importance of cultural leadership and management in a service context
  • to present argumentation that supports a given action oriented conclusion based on an analysis of a given case
Leadership and Strategy in Service Management:
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. 5 students in the group
The oral exam is individual. If written individually the project must be of max. 10 pages.
Size of written product Max. 15 pages
Assignment type Project
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
Grading scale 7-step scale
Examiner(s) Internal examiner and second internal examiner
Exam period Summer
Make-up exam/re-exam
Same examination form as the ordinary exam
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 and structure

The core elements of the course are concentrated on theory and practice of leadership and on strategic management with focus on cross cultural management due to the globalization. The course includes models and current thinking on leadership in relation to values and culture as well as leadership and strategy. Furthermore, the course deals with the relation between management and culture, the roles of a global manager and the global management challenges.

The course aims to give students the central skills to understand leadership theories and tools and analyse strategic processes and execution in services. 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 risk and innovation management. The understanding of the relationship between theory and practice will be achieved by applying the knowledge provided through a web based business simulation based on a service corporation. This course through its learning activities and assessment enhances the generic competences of problem solving, cross-cultural team work, ability to write and present academic reports, ability to coordinate the activities of a project and apply theory to practice.


Teaching methods
Lectures, case analysis, web-based simulation game HotelSIM.
Expected literature

Please note that the litterature is guiding

‘Theory and Practise of Leadership’, Gill R. 2011, 2nd, Edition Sage

‘Strategy. Strategic Management, A Stakeholder Approach’,R. Edward Freeman Page (3-79), 83-120, 121-152, (246-249), Cambridge University Press

Formulating service business strategies with integrative service model from customer and provider perspectives, Chun-Hsien Liu, Chu-Ching Wang; 2010, Vol. 44 (9/10), Page 1500-1527, European Journal of Marketing
‘The effects of 9/11/2001 on business strategy variability in the US Air Carrier industry’ 
Irene Goll, Abdul A Rasheed, 2011, Vol. 49 (6), Page 948-961, Management Decision
‘What is Strategy’Michael E. Porter 1996, Text Harvard Business Review
‘Management’ Richard L. Daft 5th edition – page 7-11, 502-508, Harcourt College Publishers

‘Good to great - Level 5 leadership – the triumph of humility and fierce resolve’
Jim Collins 2001, Harvard Business Review
‘Blue Ocean Strategy’Kim & Mauborgne 2004, Harvard Business Review

‘A sense of urgency: ‘A model for change: The comprehensive eight-step Kotter model’, Kotter/Tillman 2003, Text Contract Management, Business Insights: Essentials.

‘Fast Second’ Markides & Geroski 1st edition – page 119-128, Jossey-Bass


Last updated on 14-08-2015