| 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
|
| Course prerequisites |
| English language skills equal to B2 level (CEFR)
and math skills equal to Danish level B are recommended |
| Examination |
|
Service
Management Operations: Service and Innovation:
|
| Exam
ECTS |
7,5 |
| Examination form |
Written sit-in exam on CBS'
computers |
| Individual or group exam |
Individual exam |
| Assignment type |
Written assignment |
| Duration |
4 hours |
| Grading scale |
7-step scale |
| Examiner(s) |
One internal examiner |
| Exam period |
Winter |
| Aids |
Open book: all written and electronic aids,
including internet access
|
| 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 |
|
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. |
| Feedback during the teaching period |
| The feedback on the project and the grade is
received after each written exam |
| 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.
|
Permalink