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2018/2019  KAN-CSSMO1602U  Strategic Management in Service Firms

English Title
Strategic Management in Service Firms

Course information
Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Full Degree Master
Duration One Quarter
Start time of the course First Quarter, Autumn
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for MSc in Social Sciences
Course coordinator
  • Florian Kock - Department of Marketing (Marketing)
Main academic disciplines
  • Globalization and international business
  • Service management
  • Strategy
Teaching methods
  • Face-to-face teaching
Last updated on 25-06-2018

Relevant links
Learning objectives
  • Understand and apply the principles of strategy to concrete service cases
  • Assess strategy implementation processes and discus its challenges
  • Understand and apply key theories of leadership
  • Analyse the impact of internationalization of the management team
  • Understand drivers of leadership performance and capabilities
Examination
Strategic Management in Service Firms:
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 Autumn
Aids Limited aids, see the list below:
The student is allowed to bring
  • Books (including translation dictionaries), compendiums and notes in paper format
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 is placed in the first quarter to ensure the broad view of the firm and strategy models, including the importance of management when working with strategy and introducing basic strategy models and how to implement them. Key objectives are: 

  • Leadership and social psychology
  • Personality and capabilities of leaders
  • Employee empowerment
  • Service employee-customer interaction
  • Business models of service firms
  • Globalisation and localization of service firms
  • Service culture and climate
  • Service capabilities, strategy and processes

 
Description of the teaching methods
Lectures + small group discussions/exercises + case studies.
Feedback during the teaching period
Feedback during the teaching period. Feedback is organized as evaluation sessions between faculty and students during the course.
Student workload
Course activities (including preparation) 170 hours
Exam (including exam preparation) 36 hours
Last updated on 25-06-2018