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2019/2020  KAN-CSSMO2609U  Service Management Internship Project

English Title
Service Management Internship Project

Course information

Language English
Course ECTS 15 ECTS
Type Mandatory
Level Full Degree Master
Duration One Semester
Start time of the course Spring
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for MSc in Social Sciences
Course coordinator
  • Sebastian Zenker - Department of Marketing (Marketing)
Main academic disciplines
  • Customer behaviour
  • Marketing
  • Organisational behaviour
Teaching methods
  • Blended learning
Last updated on 27-06-2019

Relevant links

Learning objectives
To achieve the grade 12, students should meet the following learning objectives with no or only minor mistakes or errors:
  • Develop an own problem statement regarding a customer-service company interaction from a real-life case.
  • Collect relevant data from the case, describe and explain it.
  • Identify and describe relevant theories for explaining and answering the problem statement.
  • Analyse the collected case data and link it to the described theories.
  • Critical reflect about the difference between a practitioners (consulting) project and a scientific contribution.
  • To follow academic conventions in the written presentation.
Service Management Internship Project:
Exam ECTS 15
Examination form Home assignment - written product
Individual or group exam Individual exam
Size of written product Max. 15 pages
Assignment type Project
Duration Written product to be submitted on specified date and time.
Grading scale 7-point grading scale
Examiner(s) Internal examiner and second internal examiner
Exam period Summer
Make-up exam/re-exam
Same examination form as the ordinary exam
Description of the exam procedure

The exam is an individual, home written assignment (written product) with a maximum of 15 pages. The student should (1) develop an practitioners' problem statement regarding a customer-service company interaction; (2) answer it with the help of a case analyses and theories from the previous and parallel courses; and (3) critical reflect on learnings for practice and science from that case.

To do so, the students should collect their own case data (equal to a three month full-time internship (i.e., 30 hours/week) with a service company of their own choice), analyse the data and apply theoretical knowledge gained through the previous and parallel courses as written in the learning objectives.

Course content, structure and pedagogical approach

This full second semester online-blended course is a combination of diving into a real-life service company case (equal to a three month full-time internship (i.e., 30 hours/week) with a service company of their own choice) and developing an individual project out of that. The course therefore also consists of three short blended-online sessions to provide a theoretical background in data collection, data analysis and case study research – as well as three offline classes for critical reflections.

From the insights into the real-life case, the student needs detect a customer-company interaction problem and create his/her own problem statement from that. During the course, an offline workshop for shaping and improving that problem statement will be offered. In addition, the student can ask for cluster-supervision to work on the problem statement and data analysis.

By analysing the collected case data and link it to the theoretical knowledge of previous and parallel courses, the student should be able to answer the developed question and give guidance how to solve the detected problem.

Finally, the student has to critically reflect about the difference between a practitioners' (consulting) project and a scientific contribution in regards to the project. Therefore, the final written product should also acknowledge potential scientific research question(s) deriving from the practitioners’ project.

Description of the teaching methods
The course is taught through a combination of online and offline parts and includes an equal to a three month full-time (i.e., 30hours/week) internship with a service company of the students own choice. The course is accompanied by three online lectures on case study research, data collection and data analysis. In addition, the course contents of three offline lectures, mainly to discuss and critical reflect on the tasks. Finally, the course offers cluster-supervision to work on the problem statement and data analysis.
Feedback during the teaching period
Students will receive feedback in various forms during the course: For instance, through cluster-supervision, peer-group-feedback, and discussions at the accompanying course workshop.
Student workload
Online course activities 6 hours
Offline course activities 6 hours
Internship 360 hours
Exam 40,5 hours
Total 412,5 hours
Last updated on 27-06-2019