Service management (5 cr)
Code: MY00BJ13-3001
General information
Enrollment
15.08.2019 - 30.08.2019
Timing
01.08.2019 - 31.12.2019
Number of ECTS credits allocated
5 op
Virtual portion
3 op
Mode of delivery
40 % Contact teaching, 60 % Distance learning
Campus
Kouvola Campus
Teaching languages
- Finnish
Seats
20 - 40
Degree programmes
- Degree Programme in Sales and Marketing
Teachers
- Johanna Harju
Teacher in charge
Johanna Harju
Groups
-
MYKV17SM
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?
Qualifications
Customer interface and Conceptualization -modules