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2020/2021  KAN-CSSMO2604U  Leadership in Service Firms

English Title
Leadership 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
  • Globalisation and international business
  • Service management
  • Strategy
Teaching methods
  • Face-to-face teaching
Last updated on 12-02-2020

Relevant links

Learning objectives
  • Understand and apply key theories of strategy and leadership to concrete service cases
  • Understand and apply the role of personality and biases in leadership
  • Analyse the impact of internationalization of the management team
  • Understand drivers of leadership performance and capabilities
Leadership 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-point grading scale
Examiner(s) One internal examiner
Exam period Autumn
Aids Limited aids, see the list below:
The student is allowed to bring
  • USB key for uploading of notes, books and compendiums in a non-executable format (no applications, application fragments, IT tools etc.)
  • Non-programmable, financial calculators: HP10bll+ or Texas BA II Plus
  • In Paper format: Books (including translation dictionaries), compendiums and notes
The student will have access to
  • Advanced 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.
Course content, structure and pedagogical approach

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
  • Biases in leadership
  • 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 12-02-2020