Skip to main content

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

  • PAKV18KM
    Service 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