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2019/2020  BA-BSSIO2000U  Service Management Operations: Service and Innovation

English Title
Service Management Operations: Service and Innovation

Course information

Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Bachelor
Duration One Quarter
Start time of the course Second Quarter
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for BSc in Service Management
Course coordinator
  • Ana Maria Munar - Department of Management, Politics and Philosophy (MPP)
Main academic disciplines
  • Experience economy
  • Service management
Teaching methods
  • Face-to-face teaching
Last updated on 01-07-2019

Relevant links

Learning objectives
  • 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
Service Management Operations: Service and Innovation:
Exam ECTS 7,5
Examination form Home assignment - written product
Individual or group exam Group exam
Please note the rules in the Programme Regulations about identification of individual contributions.
Number of people in the group 3-4
Size of written product Max. 15 pages
Assignment type Case based assignment
Duration 72 hours to prepare
Grading scale 7-point grading scale
Examiner(s) One internal examiner
Exam period Winter
Make-up exam/re-exam
Same examination form as the ordinary exam
The re-exam is based on a new case
Description of the exam procedure

Exam feedback:

A feedback lecture will be offered after the grades from the ordinary exam has been published.

Course content, structure and pedagogical approach

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.

Description of the 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 course includes in-class activities where feedback will be provided by the teacher, and also team presentations with teacher-students and students-students feedback.
Student workload
Classes 30 hours
Cases workshop 6 hours
Preparation for class 85 hours
Home assignment 14 hours
Exam 72 hours
Expected literature

Bordoloi, S., Fitzsimmons, James A. & Fitzsimmons, Mona J. (2019) Service Management – Operations, Strategy, Information Technology, 9th 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 in the literature may occur. The teacher will upload the final reading list to CBS Canvas two weeks before the course starts.

Last updated on 01-07-2019