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 know how to 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?

Evaluation

a) osaat käyttää asiantuntevasti palvelujen johtamisen ja markkinoinnin käsitteitä eri tilanteissa.
d) osaat arvioida palvelujen laatua ja laadun kehittämiskohteita.
e) osaat valita tarkoituksenmukaiset palvelujen johtamisen menetelmät ja mallit a perustella valinnan.

Qualifications

Knowledge of principles of marketing and customer relationships