2020/2021
KAN-CSSMO2609U Service Management Internship
Project
| English Title |
| Service Management Internship
Project |
|
|
| 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 |
|
|
|
Last updated on
27-08-2020
|
| 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.
|
| Examination |
|
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
27-08-2020
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