Service Marketing and Selling (5 cr)
Code: A9306-3003
General information
- Enrollment
-
25.11.2019 - 01.12.2019
Registration for the implementation has ended.
- Timing
-
01.01.2020 - 31.07.2020
Implementation has ended.
- Number of ECTS credits allocated
- 5 cr
- Local portion
- 4 cr
- Virtual proportion
- 1 cr
- RDI proportion
- 3 cr
- Mode of delivery
- Blended learning
- Campus
- Laurea Leppävaara
- Teaching languages
- English
- Seats
- 20 - 35
- Degree programmes
- Complementary competence, master’s studies in English (CYJ2), Generic studies
- Teachers
- Virpi Kaartti
- Apramey Dube
- Study unit
- A9306
Learning outcomes
The student is able to
- explain the evolution of services marketing thought
- identify the strategic approach in service marketing
- establish, maintain and develop customer relationships
- conceptualize and sell services
Location and time
Contact sessions at Laurea Leppävaara campus:
Day 1: Saturday 11.1.2020 at 9-16.30
Day 2: Thursday 27.2.2020 at 16.30-19.30 (evening class)
Day 3: Friday 17.4.2020 at 16.30-19.30 (evening class)
Day 4: Friday 8.5.2020 at 16.30-19.30 (evening class)
Materials
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.
Teaching methods
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.
International connections
International student group
Student workload
5 ects credits = 135 hours (1 credit = 27 hours of work)
Assessment criteria, approved/failed
Grade 1-5
Evaluation scale
H-5
Further information
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 apramey.dube@hanken.fi
This course is only for the students who make their master's degree.