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2019/2020  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 22-10-2019

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 Oral exam
Individual or group exam Individual exam
Duration 20 min. per student, including examiners' discussion of grade, and informing plus explaining the grade
Preparation time No preparation
Grading scale 7-point grading scale
Examiner(s) Internal examiner and second internal examiner
Exam period Winter
Make-up exam/re-exam
Same examination form as the ordinary exam
Description of the exam procedure

The student will at the individual oral exam engage in a conversation about one or more of the themes in the course.

Course content, structure and pedagogical approach

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 active participation. In the course there will be lectures, group work, presentations from companies who are challenged to find a solid mix of digital mode service delivery, and presentations by students. Also, there will be an online quiz every other week.
Feedback during the teaching period
The students will receive feedback from teachers and companies when presenting their pitch on how companies can meet the digital mode service delivery challenge. Also, there will be an online quiz every other week with key concepts from the readings. Students are encouraged to use the weekly office hours for additional feedback.
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 Canvas  before the course start. The expected list of literature is listed below. However, we advice you  not to buy  the literature before the final reading list is displayed at Canvas.


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 22-10-2019