Postgraduate Course: Service Management (CMSE11323)
Course Outline
| School | Business School |
College | College of Arts, Humanities and Social Sciences |
| Credit level (Normal year taken) | SCQF Level 11 (Postgraduate) |
Availability | Available to all students |
| SCQF Credits | 15 |
ECTS Credits | 7.5 |
| 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. |
| Course description |
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.
Student Learning Experience:
Tutorial/seminar hours represent the minimum total live hours - online or in-person - a student can expect to receive on this course. These hours may be delivered in tutorial/seminar, lecture, workshop or other interactive whole class or small group format. These live hours may be supplemented by pre-recorded lecture material for students to engage with asynchronously.
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Entry Requirements (not applicable to Visiting Students)
| Pre-requisites |
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Co-requisites | |
| Prohibited Combinations | |
Other requirements | None |
Information for Visiting Students
| Pre-requisites | None |
| High Demand Course? |
Yes |
Course Delivery Information
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| Academic year 2021/22, Not available to visiting students (SS1)
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Quota: None |
| Course Start |
Semester 1 |
Timetable |
Timetable |
| Learning and Teaching activities (Further Info) |
Total Hours:
150
(
Seminar/Tutorial Hours 15,
Programme Level Learning and Teaching Hours 3,
Directed Learning and Independent Learning Hours
132 )
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| Additional Information (Learning and Teaching) |
Seminar/Tutorial hrs are the min total live hrs, online or in-person, students can expect to receive
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| Assessment (Further Info) |
Written Exam
0 %,
Coursework
100 %,
Practical Exam
0 %
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| Additional Information (Assessment) |
85% coursework (individual) - assesses course Learning Outcomes 1, 3, 4, 5
15% coursework (individual) - assesses course Learning Outcomes 1, 2, 3 |
| Feedback |
Formative feedback:
Students will receive formative feedback during the classes, and on their formative essay plans. |
| 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 (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.
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Reading List
Christian Grönroos (2015) Service Management and Marketing. Managing the Service-Profit Logic (Wiley)
Jorge Cordoso et al. (eds.) (2015) Fundamentals of Service Systems (Springer)
Resource List:
https://eu01.alma.exlibrisgroup.com/leganto/public/44UOE_INST/lists/26181452890002466?auth=SAML |
Additional Information
| Graduate Attributes and Skills |
Cognitive 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. |
| Keywords | MGMT-SM |
Contacts
| Course organiser | Dr Maria Cucciniello
Tel:
Email: maria.cucciniello@ed.ac.uk |
Course secretary | Ms Rhiannon Pilkington
Tel: (0131 6)50 8072
Email: Rhiannon.Pilkington@ed.ac.uk |
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