| 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 |
| Examination |
|
Service
Management Operations:
|
| Exam
ECTS |
7,5 |
| Examination form |
Oral exam based on written product
In order to participate in the oral exam, the written product
must be handed in before the oral exam; by the set deadline. The
grade is based on an overall assessment of the written product and
the individual oral performance, see also the rules about
examination forms in the programme regulations. |
| Individual or group exam |
Individual oral exam based on written group
product |
| Number of people in the group |
3-4 |
| Size of written product |
Max. 15 pages |
| Assignment type |
Project |
| Duration |
Written product to be submitted on specified date and
time.
20 min. per student, including examiners' discussion of grade,
and informing plus explaining the grade |
| 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
If the student has participated in
the 72-hour case and handed in a written group project for the
ordinary exam, but has been ill at the time of the oral exam, the
oral re-examination is conducted on the basis of the group project
that has already been handed in.
However, a copy of the project for the ordinary exam MUST be handed
in for the re-exam within a specified time.
If the student has participated in the written group project for
the ordinary exam, but not passed the oral exam, the oral re-exam
is conducted on the basis of a project handed in for the 72-hour
re-exam case to be handed in at a specified time.
If the student has not handed in the written group project for the
ordinary exam, the student may participate in the oral
re-examination, if the student hands in a project based on the
72-hour re-exam case to be handed in at a specified time.
NB! The student must clearly state at the frontpage of the project,
if the product is the IDENTICAL to project handed in for the
ordinary exam, or if the student has chosen to hand in a NEW
PROJECT.
|
Description of the exam
procedure
The group project is based on 72-hour
case.
|
|
| 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, changes may occur in the literature of the
course. The teacher will upload the final reading list to CBS
Canvas two weeks before the course
starts.
|
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