Kompass DER FaKULTÄT WiRTschaFTsingEniEURWEsEn

Service Management 1
2. Semester SEM — Module und Vorlesungen
Modul Service & IT Management 2
SEM 2 Seminar 3 SWS PL 3 ECTS
Prof. Dr. Jay A. Kandampully (LB)
Target of teaching
Knowledge: This course - Services Management - examines the theory and the practical application
of the service challenges that exist in today's organizations. It is designed for students
who plan to pursue a managerial career in any competitive market. This course will also focus
on nascent success strategies, such as: service design, service quality management, customersupplier
relationships, service empowerment, service orientation, service demand and various
other strategies to gain a competitive advantage.
Understand: The students should understand the fundamentals and tools of service management.
Anwenden: The students undertake an in-class service group project. This project should focus
primarily on a firm's service offer (what are the core and peripheral components of the offer?),
the strategies used to differentiate the firm from the competition, and its global vision for future
market dominance.
The students undertake a "service leadership project". Select a service firm that operates in Germany
as the subject of our project. Students have to substantiate, why they have chosen this
firm for this study on service orientation.
Analysis/Synthesis: Assignment must be based on theory discussed in the class for in-class
service group project. Regarding service leadership project the assignment is aimed toward developing
the understanding of the key "drivers" or factors that service market leaders incorporate
into their business philosophies, strategies and practices - and the specific aspects which
contribute to differentiation and competitive advantage. The principle focuses for this assignment
is customer focus and service orientation.
Content
1. Significance and unique features of service organizations
2. Service package; core and peripheral services; service concept; design and delivery
3. Discussion of in-class group service business project, discussion of service leadership
project
4. Service quality concepts
5. Video case study, in- class group service business project
6. Service blueprinting, pareto chart, fishbone diagram
7. Service marketing, stages of service consumption experience, seven P's of services,
marketing service image
8. Internal marketing in service, compete for talent
301
Allgemeiner
Teil
Grund-
Studium
Haupt-
Studium
PEB
Haupt-
Studium
MVB
Haupt-
Studium
SMB
Master-
Studium
SEM
Praxisbezug
Ausland
SPO
PE-
Team
Fragen &
Antworten
PE-Leitsätze
Verzeichnisse