Certificate of Achievement
has completed the following course:
Principles of Service Management
Hanken School of Economics
This online course explored central theories, concepts and models within service management and how they can be applied in business practice. The course covered topics including service logic, value creation, customer perceived quality, service profitability, promise management, service productivity, internal marketing, service branding, customer-driven marketing communication, and the importance of a service culture.
7 weeks, 3 hours per week
Johanna Gummerus
Ph.D., Associate Professor
Hanken School of Economics
Gustav Medberg
Ph.D., Postdoctoral Researcher
Hanken School of Economics
Transcript
Learning outcomes
- Identify and understand central theories, concepts and models within service management
- Apply relevant theories, concepts and models to common service management challenges
- Explore the relevance of and opportunities for service-based thinking in business operations
Syllabus
- Week 1 - Service as a perspective on business
- Week 2 - The importance of service quality
- Week 3 - Customer relationship management
- Week 4 - A profitable service business
- Week 5 - Productivity in the service context
- Week 6 - Communicating a service brand
- Week 7 - From manufacturing to service (logic)
Issued on 6th June 2019
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