Service management and marketingLaajuus (5 cr)

Objective

Students are able to evaluate the quality of services and show their proficiency in service quality management. Students know how to evaluate the productivity and profitability of services Students can define the goals of internal marketing and act accordingly.

Content

What is service economy and how does the digital operational- and competitive environment affect the service business? What are the special features of services and their consumption process like? How is the quality of services defined and managed? How can the productivity and profitability of services be evaluated? How is the service assortment managed? What is internal marketing and how is it managed? How can service culture be developed?

Qualifications

Basic knowledge of marketing and customer relations are required.

Assessment criteria, good (3)

a)Students can use the terminology of service management and marketing of services proficiently in different situations c)Students can work as team members in expert duties and notice and describe problems related to service management and marketing of services d) Students can evaluate the quality of services and areas of quality development e) Students can choose the most appropriate methods and models and justify their choices