Service management (5 cr)
Code: MY00BJ13-3004
General information
Enrollment
14.12.2020 - 14.01.2021
Timing
11.01.2021 - 02.05.2021
Number of ECTS credits allocated
5 op
Virtual portion
3 op
RDI portion
2 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Teaching languages
- Finnish
Seats
12 - 40
Degree programmes
- Degree Programme in Sales and Marketing
Teachers
- Laura Hakanen
Teacher in charge
Marjo Suviranta
Groups
-
MYKV19KM
-
PAKV19KMService design, part-time studies
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