Recommened reading: 1. Service Management: An integrated approach Van Looy, B., Gemmel,P & Van Dierdonck, R. 2013. Essex:Pearson Education Limited. Chapters 1-7. 2. Wilson et al. (2012): Services Marketing: Integrating Customer Focus Across the Firm, 2nd ed. 3. Alan Wilson, Valarie A. Zeithaml, Dwayne D. Gremler: Customer Focus Across the Firm (European Edition). McGraw Hill Education Europe, 2013, (9780077131715 ). 4. The Business Owner's Guide to Reading and Understanding Financial Statements : How to Budget, Forecast, and Monitor Cash Flow for Better Decision Making. Lita Epstein.2012. John Wiley & Sons, Incorporated Chapters: Chapters 1 - 5 eBook: https://ebookcentral.proquest.com/lib/laurea/reader.action?docID=818089 5. Financial analysis & decision making: tools and techniques to solve financial problems and make effective business decisions. Vance, David E. Published:New York : McGraw-Hill, 2002. Chapters: 1 Financial Statements and Accounting Concepts, 2 Financial Ratios and Other Measures of Performance 15 Master Budgets and Vanriance Analysis eBook: http://ebookcentral.proquest.com/lib/laurea/detail.action?docID=4655115
Contact day, Optima, Assignments. This study unit includes individual work and working in teams. The Implementation parts are subject to change and will be defined in the beginning of the course.
Overall course assessment: 5 excellent - 0 Fail
All excercises have to be accomplished in order to get credits and pass the course.
Return of assignment: assignments must be submitted into Optima return boxes.
28.08.2018 - 21.12.2018
14.05.2018 - 14.06.2018
Laurea Leppävaara, liko
HLA2 Liiketalouden koulutus, Laurea Leppävaara
Attendance on the first Contact day is mandatory. By being present at the first contact session the student is ensuring his/hers seat on the course. Force majeur or an obligatory absence are exceptions, but you need to inform the lecturer at least two days ahead. You will be designated with an reading assignment supplemented with written assignment or equavalent on-line exam. After the first contact day no new students are accepted on the course. Mandatory attendance also on team presentation days. Non-attendance will lead to a reading assignment supplemented with written assignment or equavalent on-line exam.
Service business is a vital source of growth and competitiveness for companies in diverse industries. This course discusses the principles of service-based business logic and its implications on transforming and developing offerings and business models, and creating value. Students are engaged to solve practical business cases through applying the newly acquired knowledge.
After the study unit the student is able to:
- use planning, analysis and decision-making tools and techniques in strategic planning
- analyze financial statements and business reports and use them as a basis for decisions
- make business decisions in various business contexts
- apply data in decision making.
- identify Basic Characteristics of Services.
- apply Service Management through the Three Stages of Service -model
- understand Expanded Marketing Mix.
- understand Gap Theory.
The above mentioned goal(s) will be achieved through the content of the study unit and by answering questions like:
How do we define and classify services?
How do they differ from goods?
What are the new services realities?
How can we achieve excellence in services marketing?
How can we improve service quality?
How can goods marketers improve customer support services?
How are services managed?
To reach the learning objective individual/pair/team assignemts are part of the leaning process.
14.09.2018 12.30 - 15.00
24.09.2018 12.30 - 15.00
08.10.2018 12.30 - 15.00
15.10.2018 12.30 - 15.00
29.10.2018 12.30 - 15.00
12.11.2018 12.30 - 15.00
03.12.2018 12.30 - 15.00
10.12.2018 12.30 - 15.00
Schedule to be confirmed on the first Contact day 14.9.
Attendance on the first Contact day is mandatory. By being present at the first contact session the student is ensuring his/hers seat on the course. After the first contact day no new students are accepted on the course.