Postgraduate Course: Service Management (CMSE11323)
Course Outline
| School | Business School |
College | College of Humanities and Social Science |
| Credit level (Normal year taken) | SCQF Level 11 (Postgraduate) |
Availability | Not available to visiting students |
| SCQF Credits | 15 |
ECTS Credits | 7.5 |
| Summary | This course will provide students with a foundational understanding of the concepts and frameworks required to understand and practice service management. |
| Course description |
The overall objectives are to develop and enhance the course participants' understanding of the nature of service management and marketing and the key concepts and theories necessary to understand and practice it, to gain insight about the contribution of service to the economy, both in term of the service industry sectors and in terms of value creation within a service-dominant business logic, and to consider trends and developments for the service sector in the future. The course also encourages participants to reflect upon their own needs and learning for developing as effective service managers, the skills and knowledge that they will require, and develop a plan to address these needs. The course will provide the opportunity for participants to learn from the course lecturers, each other, and from practitioners in the field.
The course will require participants to work individually and in groups on a series of case studies and practical issues.
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Entry Requirements (not applicable to Visiting Students)
| Pre-requisites |
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Co-requisites | |
| Prohibited Combinations | |
Other requirements | None |
Course Delivery Information
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| Academic year 2016/17, Not available to visiting students (SS1)
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Quota: None |
| Course Start |
Semester 2 |
Timetable |
Timetable |
| Learning and Teaching activities (Further Info) |
Total Hours:
150
(
Lecture Hours 20,
Seminar/Tutorial Hours 8,
External Visit Hours 2,
Programme Level Learning and Teaching Hours 3,
Directed Learning and Independent Learning Hours
117 )
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| Assessment (Further Info) |
Written Exam
0 %,
Coursework
100 %,
Practical Exam
0 %
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| Additional Information (Assessment) |
Coursework - Individual essay 85%
Coursework - Personal reflective assignment 15% |
| Feedback |
Not entered |
| No Exam Information |
Learning Outcomes
On completion of this course, the student will be able to:
- Understand and critically evaluate the key concepts and ideas of service management and a service-dominant logic.
- Understand the role of the service sector in the economy and the implications of this for the service management task.
- Understand how the service process requires a distinct set of managerial skills be able to identify these and to situate them within the service process in the private and public sectors.
- Critically evaluate different models and paradigms of service management and their implications both for theory and practice.
- Understand and critically evaluate the concept of 'co-production' within service delivery and its implications for service management in the private and public sectors.
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Reading List
Essential reading
C Gronroos (2007) Service Management and Marketing (john Wiley)
M Christopher, A Payne & D Ballantyne (2002) Relationship Marketing (Butterworth Heinemann)
R Johnston & G Clark (2008) Service Operations Management (FT Prentice Hall)
Richard Normann (2007) Service Management. Strategy and Leadership in Service Business (Wiley)
Recommended reading
M Johnson & A Gustafsson (2003) Competing in a Service Economy: How to Create a Competitive Advantage Through Service Development and Innovation (Jossey Bass)
B Lowendahl (2005) Strategic Management of Professional Firms (Copenhagen Business School Press)
W Lamersdorf (2011) Building the E-Service Society: E-Commerce, E-Business, and E-Government (Springer)
I Ng (2007) Pricing and Revenue Management of Services (Routledge) R Lusch & S Vargo (2014) Service-Dominant Logic. Premises, Perspectives, Possibilities (Cambridge University Press) |
Additional Information
| Graduate Attributes and Skills |
Not entered |
| Keywords | Not entered |
Contacts
| Course organiser | Sophie Flemig
Tel:
Email: Sophie.Flemig@ed.ac.uk |
Course secretary | Mr Peter Newcombe
Tel: (0131 6)51 3013
Email: Peter.Newcombe@ed.ac.uk |
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