Learning outcomes

The broad objective of the course is that the students develop their ability to understand and analyse the complexity of relationship management in a service marketing setting.

After completing the course, the student will be able to:

- understand and feel comfortable with communicating and discussing concepts and perspectives related to service management and relationship management.

- be confident in his/her ability to apply relevant concepts and theories to adequately analyse and evaluate actual service management-related marketing situations.

- use the acquired skills in service management when conceiving and implementing marketing strategies and tactics in a future business career.

Content

The market for services is undergoing an expanding development, and a dominating part of modern society is directly or indirectly involved in services management. This development stresses the necessity of understanding the perspectives and beliefs of service management and relationship management, as they are at an increasing rate influencing, and being perceived as necessary for, marketing strategies and tactics.

Instruction

The objectives are accomplished through lectures, problem-based case discussions and thematic assignments involving practical applications of relevant theories by analysing e.g. relationship management, service quality, internal marketing, IT-based services, and internationalisation of service firms in different service business settings

Assessment

Grades will be given in accordance with the Swedish grading system and, for international students, the ECTS grading system. The following grades will be used: VG (pass with distinction), which corresponds to A or B in the ECTS grading system, G (pass), which corresponds to C, D or E, and U (fail) which corresponds to the ECTS grade F.

Course examination includes a written exam, equivalent to 3 ECTS credits, and seminar assignments, equivalent to 4.5 ECTS credits. The written exam, as well as the seminar assignments, are marked with the grades VG, G and U.

The seminar assignments include:

- Active participation in seminars and lectures (individual)

- Presentations and discussions in seminars (team)

- A written case report, based on applied research (team)

For the final grade all the assessed assignments are taken into account and performance is assessed by using so called Assessment Units (AU). The written exam represents maximally 40 AU and performance during seminars maximally 60 AU out of totally 100 AU for the course. To obtain the final grade G, the student has to achieve at least 20 AU for the written exam and at least 30 AU for the seminar assignments. To obtain a VG (ECTS grades A-B) as a final grade, a mark of 80-100 AU is required. More information is given in the course instruction

In addition, any remaining assignments and supplements must be completed and handed in at least within two weeks after the end of the course otherwise this part of the examination (all assignments included) has to be redone the following semester, provided there is space in the course.

Attention Swedish students: Only completed courses can be recognised in your degree.