| Learning objectives |
To achieve the grade 12, students
should meet the following learning objectives with no or only minor
mistakes or errors:
- 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
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| Course prerequisites |
| English language skills equal to B2
level (CEFR) and math skills equal to Danish level B are
recommended |
| 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 |
Individual oral exam based on written group
product |
| Number of people in the group |
2-3 |
| 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 |
| Make-up exam/re-exam |
Same examination form as the ordinary exam
If the student has participated in
the written group project for the ordinary exam, but has been ill
at the time of the oral exam, the re-examination is conducted on
the basis of the group project that has already been handed in.
However, a copy of the project for the ordinary exam MUST be handed
in for the re-exam within a specified time.
If the student has participated in the written group project for
the ordinary exam, but not passed the oral exam, the re-exam is
conducted on the basis of a project handed in for the 72-hour
re-exam case to be handed in at a specified time.
If the student has not handed in the written group project, the
student may participate in the oral re-examination, if the student
hands in a project based on the 72-hour re-exam case to be handed
in at a specified time.
|
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. (2014) Service
Management – Operations, Strategy, Information Technology, 8th
edition. McGraw-Hill, Boston.
A few chapters from 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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