Learning Outcomes
On completion of the course students will be able to:
- describe and explain the basics of service design and service development and account for the most significant theories in the service area
- explain the importance of the service encounter for marketing and management as well as quality and development
- formulate, discuss and analyze theoretical and practical business problems from a service perspective both in writing and orally
- independently critically examine and apply theories regarding the creation of service value and quality from both a customer and management perspective, with a focus on the encounter between employees and customers and how this relationship can be developed and managed
- evaluate and assess different models for the development and marketing of services.
Course Content
The course deals with services, their characteristics and importance in society. The course comprises two modules: The first module, Services, Design and Quality, focuses on models and methods used to describe and develop different types of services. The second module, Interaction, Relations and Internal Marketing, focuses on different aspects of service marketing such as customer interaction and customer relationships as well as internal marketing. The importance of technology for service development and the internationalization of services are also covered.
Assessment
If the course is advertised as on-campus, the following applies:
• Individual assignment
• Group assignment
• Oral presentation
• Discussion at seminar
If the course is advertised as distance, the following applies:
• Group assignment
• Oral presentation
• Discussion at seminar
• Individual written exam
Grades
The grading scale used for the final course grade is U–VG.
For a Pass with Distinction in the course, a VG is required in the Interaction, Relations and Internal Marketing module.
Grades are reported as follows:
- Services, design, and quality - 4.5 Credits | U–G
- Interaction, relations, and internal marketing - 3 Credits | U–VG
Entry Requirements
- 90 credits, including 45 credits in the main field of study Business Administration, including Marketing B, 7.5 credits, Organisation B, 7.5 credits, and one course in method, 7.5 credits
Other Information
Overlaps FEC041, FEC061, FÖ2007, FÖ2032
This course cannot be counted towards the same degree along with courses that have equivalent content.
If the student has received a decision/recommendation granting study support from Dalarna University because of a disability, then the examiner has the right to offer an alternative examination arrangement. The examiner takes into account the objectives in the course syllabus when deciding whether the examination can be adapted in accordance with the decision/recommendation.