The course book is Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bither and Gremler, Third European Edition (2016). In addition, there will be a selection of articles to read.
In this study unit a combination of lectures, in-class group-work, assignments and project work are used. All parts of the study-unit are compulsory. In event of absence from any activity, student has to do compensatory assignment.
Two assignments between the time in class sessions (1-2 pages each)
Final project work (8-10 pages)
Evaluation methods and criteria will be discussed in the first contact session.
01.01.2021 - 31.07.2021
23.11.2020 - 13.12.2020
20 - 40
Korkeakouluyksikkö D /YAMK
Virpi Kaartti, Apramey Dube
Never have services played a larger role in business than they do today. In order to grow and attain higher profits, companies and managers require exceptional knowledge and understanding of service marketing. This course focuses on the unique challenges involved in service marketing, selling and managing a service business. The key topics covered are evolution of service marketing, relationship marketing, service quality, internal marketing, service branding and service selling. In addition to service marketing concepts, students will analyze cases of successful service-led businesses in a wide variety of consumer and B2B industries. The key learning goal is to gain a critical understanding of key issues and learn to apply relevant concepts and models to service marketing and selling challenges
The instructor of the course is Apramey Dube, email firstname.lastname@example.org
This course is only for the students who make their master's degree.
Complementary competence, master’s studies in English (CYJ2), Generic studies
International student group
5 ects credits = 135 hours (1 credit = 27 hours of work)
Contact sessions at Laurea Leppävaara campus or online:
Day 1: Saturday 9.1.2021 at 9-16.30 at campus
Day 2: Friday 5.3.2021 at 16.30-19.30 (evening class) ONLINE
Day 3: Saturday 10.4.2021 at 9-16.30 at campus
Grade 1 - Student is able Knowledge base: To gather, process, produce and evaluate information widely. To use concepts of the area of expertise systematically. Problem solving: To solve problems in research, development and/or innovation activities. Development: To recognise and analyse focuses of development making use of the knowledge base. Communication: To communicate clearly both orally and in writing.
Grade 3 - Student is able Knowledge base: To gather, process, produce and evaluate information critically and widely making use of both national and international scientific sources. To use concepts of the area of expertise fairly. Problem solving: To solve problems in research, development and/or innovation activities by applying and combining information from different fields. Development: To create target-oriented, justified development plans considering the community. Communication: To communicate in a competent, clear and consistent manner both orally and in writing.
Grade 5 - Student is able Knowledge base: To create a consistent framework/knowledge base making use of both national and international scientific sources in a critical analytic fashion. Problem solving: To solve demanding problems in research, development and/or innovation activities where new knowledge and competence is created as well as to apply and combine information from different fields. Development: To develop the activities of the competence area in a target-oriented and communal fashion. Communication: To communicate convincingly both orally and in writing to audiences within and exterior to the field.