Service management (5 cr)
Code: MY00BJ13-3002
General information
Enrollment
16.12.2019 - 10.01.2020
Timing
13.01.2020 - 26.04.2020
Number of ECTS credits allocated
5 op
Virtual portion
3 op
RDI portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
12 - 40
Degree programmes
- Degree Programme in Sales and Marketing
Teachers
- Johanna Harju
Teacher in charge
Johanna Harju
Groups
-
PAKV18KMService design, part-time studies
-
MYKV18KM
Objective
You can recognize and evaluate factors influencing service quality in an organization.
You can plan justified development activities for improving service quality.
You can manage and lead change relating to new service implementation.
Content
What is service quality and how can it be researched and evaluated?
How can service quality be developed?
How can organizations manage the change process related to new services?
Evaluation scale
1-5
Qualifications
Customer interface and Conceptualization -modules