Service DesignLaajuus (5 ECTS)

Objective

On completion of the course the student understands the impact of services for competitive advantage; is familiar with service business models, strategy and processes in business organizations; is able to design and develop services within a multichannel environment. The student will be able to develop, plan and implement the ways companies can acquire, sell, serve and retain customers for services. The student will also be able to plan and implement a service development project for a new or existing service.

Content

• Developing service business models and strategy
• Service Concepts
• Service Design methods and tools
• Developing service processes
• Service management
• Service channels
• Marketing services

Qualifications

None

Assessment criteria, satisfactory (1)

Sufficient performance: the student has completed basic requirements to pass the course and has demonstrated some ability to apply knowledge in the learning assignments related to working life. His/her analytical skills and/or the development approach need major improvement.

Assessment criteria, good (3)

Good overall performance by the student in course work. The student has been an active learner as an individual and in teams. S/he has demonstrated how to apply knowledge in the learning assignments related to analysing and developing working life.

Assessment criteria, excellent (5)

The student has shown excellent performance in all elements of the course. S/he has shown motivation and interest in individual and team learning as well as in sharing one’s expertise. The student has demonstrated well and creatively how to apply knowledge in the learning assignments related to analysing and developing working life.

Assessment criteria, approved/failed

Sufficient performance: the student has completed basic requirements to pass the course and has demonstrated some ability to apply knowledge in the learning assignments related to working life. His/her analytical skills and/or the development approach need major improvement.

Materials

• Material from lectures
• Services Marketing Wilson, Alan, Zeithaml, Valarie A.,Bitner, Mary Jo, Gremler, Dwayne D. McGraw-Hill Education [2016] Third european edition
• Chaffey & Smith: Digital Marketing Excellence: Planning, Optimizing and Integrating Online Marketing, Routledge 2017