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2018/2019  KAN-CSSMO2607U  Managing (Digital Mode) Service Delivery

English Title
Managing (Digital Mode) Service Delivery

Course information

Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Full Degree Master
Duration One Quarter
Start time of the course Second Quarter, Autumn
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for MSc in Social Sciences
Course coordinator
  • Kim Normann Andersen - Department of Digitalisation
Main academic disciplines
  • Information technology
  • Innovation
  • Service management
Teaching methods
  • Face-to-face teaching
Last updated on 25-06-2018

Relevant links

Learning objectives
  • Account for how the use of small as well as big data can enhance mutual value creation.
  • Analyse and assess how an organization may benefit from the automation of service delivery processes.
  • Discuss how commoditisation challenges the business model of a service organization, including risks of being exposed to the service commoditization trap.
Managing (Digital Mode) Service Delivery:
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 Summer
Aids Open book: all written and electronic aids, including internet access
Read more here about which exam aids the students are allowed to bring and will be given access to : Exam aids and IT application package
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.
Description of the exam procedure

You will be asked to assess a case where the platform economy is challenging a company, group of companies, and/or a business sector. 


There will be two sections in the exam: an academic section where we test the concepts and reflection and a more action-focused component where we test your ability to use the concepts proactively. 

There is no required minimum or maximum number of pages, but we expect that most students will write no more than five standard pages.

Course content and structure

Alongside the marketing course, this course focuses on the service delivery process in a digital mode. The digital mode provides customers and other stakeholders with more ways in which to interact with the service organization. Key elements covered in the course are: 

  • E-commerce/ e-business, automatization, and digitalization of services

  • How to benefit from the ”internet of things” , Big Data and Open Data

  • Doing it alone, or in a shared delivery concept?

  • Adding value to the customer

  • The service commoditization trap

  • Service delivery IT or strategy based


Description of the teaching methods
The learning activities focuses on your active participation and are structured on a weekly cyclus which involve presentations, group-work, presentations from external stakeholders who are influenced by the platform revolution, and finally your presentations.

We have the pleasure to welcome companies in the class room each week. We will post more detailed instructions on what you should do each week.
Feedback during the teaching period
There will be weekly feedback on pitches you will be asked to provide to the visiting companies
We will use a peer-grading system to give feedback on your academic writing style and content.
After the written exam, there will be a feedback session.
Also, there are weekly office hours available.
Student workload
Course activities (including preparation) 170 hours
Exam (including exam preparation) 36 hours
Expected literature

The final list of literature will be available at Learn no later than 4 weeks before the course start. The expected list of literature is listed below. However, we advice you  not to buy  the literature before the final list is displayed at Learn.  


Barrett, M., Davidson, E., Prabhu, J., & Vargo, S. L. (2015). Service innovation in the digital age: key contributions and future directions. MIS quarterly39(1), 135-154.


Christensen, C.,   Bartman, T., & Bever, D. (2016).  The Hard Truth About Business Model Innovation. MIT Sloan Management Review, October 


Lusch, R. F., & Nambisan, S. (2015). Service Innovation: A Service-Dominant Logic Perspective. MIS Quarterly39(1), 155-175.


Parker, G. G., Alstyne, M. W., & Choudary, S. P. (2015). Platform Revolution: How Networked Markets are Transforming the Economy and How to Make Them Work for You.  New York: Norton Company. 


Scherer, A., Wünderlich, N., & von Wangenheim, F. (2015). The Value of Self-Service: Long-Term Effects of Technology-Based Self-Service Usage on Customer Retention. MIS Quarterly39(1), 177-200.

Last updated on 25-06-2018