Course outline

This course runs over a period of seven weeks. Each week covers 2-3 topics related to service management. Every week, you are expected to read short articles, watch videos, test your learning in quizzes and engage in discussion with your peers.

The topics of the weeks are:

  • Service as a perspective on business
  • The importance of service quality
  • Customer relationship management
  • A profitable service business
  • Productivity in the service context
  • Communicating a service brand
  • From manufacturing to service (logic)

About comments and discussions

In each step, you find the commenting tool at the end of the page. Whenever we ask you to reflect on something, you can write your thoughts in the comments at the bottom of the step. Commenting is optional, but we do encourage you to take the time every now and then to reflect on the questions we ask. This will help your learning.

We also encourage you to talk to each other. If something is unclear, ask about it in the comments - maybe your peers can help you understand it. At the end of each week, in the wrap-up activity you will have the opportunity to ask questions from our instructors. So if something is unclear, use the opportunity to engage with the instructors in the weekly reflection discussion.

Our instructors monitor the discussions from October 14 to December 2 2019. If you join the course later, we cannot guarantee that your questions will be answered.

About quizzes and tests

During this course, we have both quizzes and tests. Quizzes are a simple way for you to check that you have understood the main points of the lecture. Tests are only available for the upgraded learners. However, if you are an upgraded student, both quizzes and test count towards your total completion percentage - so make sure you do both!

For more information about upgrading and getting a Certificate of Achievement, please click here.

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This article is from the free online course:

Principles of Service Management

Hanken School of Economics