Postgraduate Course: Service Management (CMSE11323)
||College||College of Arts, Humanities and Social Sciences
|Credit level (Normal year taken)||SCQF Level 11 (Postgraduate)
||Availability||Not available to visiting students
|Summary||This course will introduce students to the most important aspects of service management across different industries and economies, following a service-dominant logic of business. Particular attention will be paid to the role of the customer in the service experience, i.e. co-production.
Aims, Nature, Context
Services make up over 70% of the UK economy, with similar trends across the industrialised and developing/emerging nations within the global economy. Amidst rapid technological change, digital services are becoming a key element of modern business and entrepreneurship, and drivers of economic development.
Yet, there are major challenges to, and opportunities for, effective services management: firstly, services are a heavily heterogeneous field, ranging from culture and leisure to hospitality, retail, professional and financial services; while this provides fertile ground for services innovation across sectors, managers have a tendency to over-emphasise differences and 'uniqueness' within their on services areas. Secondly, an orthodox product-dominant modus of management prevails within most organisations and within business education; service-dominant theories, such as co-creation and co-production of value in services, provide managers with the opportunity to differentiate themselves and their organisations.
Entry Requirements (not applicable to Visiting Students)
||Other requirements|| None
Course Delivery Information
|Academic year 2020/21, Not available to visiting students (SS1)
|Learning and Teaching activities (Further Info)
Lecture Hours 20,
Seminar/Tutorial Hours 4,
Formative Assessment Hours 6,
Programme Level Learning and Teaching Hours 3,
Directed Learning and Independent Learning Hours
|Assessment (Further Info)
|Additional Information (Assessment)
||Coursework - Individual essay 85% (assessing LOs 1, 3, 4, 5)
Coursework - Personal reflective assignment (journal) 15% (assessing LOs 1, 2, 3)
||Students will receive formative feedback during the ten lectures and four tutorials. Moreover, they will receive feedback on their formative essay plans.
|No Exam Information
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 (as opposed to a product-dominant) logic.
- Understand the role of the services sector in the economy and the implications of this for the service management process.
- 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.
|Christian Grönroos (2015) Service Management and Marketing. Managing the Service-Profit Logic (Wiley)|
Jorge Cordoso et al. (eds.) (2015) Fundamentals of Service Systems (Springer) [please note that there is a full e-book version available via the library website.
|Graduate Attributes and Skills
-Analyse the role of 'services' and their implications within both service-dominant and product-dominant firms and businesses.
-Understand and evaluate the role of co-production within the services process and design of services systems.
-Assess the options for delivering effective service quality as the basis for sound business performance by a service firm in the private or public sector.
-Identify the strengths and weaknesses of a services system within a case study exercise and draw out implications for services management in general.
-Learn of to assess real-time service delivery and generate options for enhancing performance.
Communication, Numeracy and IT Skills
-Present or convey, formally and informally, information about service management to informed audiences.
-Communicate with peers, senior colleagues and specialists on a professional level.
-Use online research resources to support and enhance students' work, in preparation of lectures and tutorials as well as for their assignments.
-Interpret, use and evaluate a wide range of numerical and graphical data to set, manage and achieve service management targets.
Autonomy, Accountability and Working with Others
-Locate and access appropriate sources of information in order to be able to make informed decisions about effective services delivery.
-Work individually and in project teams to analyse case study material and create effective service business scenarios.
-Learn from practitioners in the field through problem-oriented task force work.
-Manage study time individually and in teams during and outside of contact hours.
-Initiate service management innovation in future work settings.
|Course organiser||Dr Maria Cucciniello
|Course secretary||Miss Fionna Ogilvie
Tel: (0131 6)51 3028