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2021/2022  BA-BSEMO2014U  Service Management Operations

English Title
Service Management Operations

Course information

Language English
Course ECTS 7.5 ECTS
Type Mandatory
Level Bachelor
Duration One Quarter
Start time of the course Second Quarter
Timetable Course schedule will be posted at calendar.cbs.dk
Study board
Study Board for BSc in Service Management
Course coordinator
  • Ana Maria Munar - Department of Management, Politics and Philosophy (MPP)
Main academic disciplines
  • Experience economy
  • Service management
Teaching methods
  • Blended learning
Last updated on 18-06-2021

Relevant links

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.

Last updated on 18-06-2021