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Principles of Service Management

Your customers are your key resource. Explore a service-based approach to marketing and management that can better serve them.

7,935 enrolled on this course

Principles of Service Management

Find out what the discipline of service management can do for your business

Today an increasing number of companies compete on service, not product. As a result, understanding a service-based approach to business is essential - even for product-based businesses.

On this course you’ll learn the latest thinking in service management, exploring a service-centric perspective to marketing and management. You’ll examine service as a business model, the value creation process, customer perceived quality and promise management.

Ultimately, you’ll discover how service-based thinking can help you better serve your customer, and overcome a range of business challenges.

What topics will you cover?

  • Week 1 - Service as a perspective on business
  • Week 2 - The importance of service orientation
  • Week 3 - A profitable service business
  • Week 4 - Managing a service business
  • Week 5 - From manufacturing to service (logic)

When would you like to start?

Start straight away and learn at your own pace. If the course hasn’t started yet you’ll see the future date listed below.

What will you achieve?

By the end of the course, you‘ll be able to...

  • 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

Who is the course for?

This course would be particularly relevant to business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context. It is also relevant for business students wishing to specialise in service management and marketing.

Who will you learn with?

Professor emeritus at Hanken School of Economics. Internationally respected specialist in service management. Received the honourary title Legend in Marketing for his research in service management.

Researcher and teacher at the Centre for Relationship Marketing and Service Management (CERS), Department of Marketing, Hanken School of Economics. Expert on service management and marketing.

Doctoral Student at the Centre for Relationship Marketing and Service Management (CERS), Department of Marketing, Hanken School of Economics.

Doctoral Student and Researcher at the Centre for Relationship Marketing and Service Management (CERS), Department of Marketing, Hanken School of Economics.

Who developed the course?

Hanken School of Economics

Hanken is a triple crown accredited Finnish university with long experience in education and research in business. Located in Helsinki and Vaasa, Hanken has 2,500 students from all around the world.

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