Postgraduate Course: Value and Value Creation (EFIE11528)
Course Outline
| School | Edinburgh Futures Institute |
College | College of Arts, Humanities and Social Sciences |
| Credit level (Normal year taken) | SCQF Level 11 (Postgraduate) |
Availability | Not available to visiting students |
| SCQF Credits | 20 |
ECTS Credits | 10 |
| Summary | *Programme Core Course: Service Management and Design (MSc)
Please Note:
This course is only available to students enrolled on the Service Management and Design (MSc) degree programme.
Value creation is the basis of a successful service, whether in the public, private or third sector. It underpins the business model of a commercial service and is the basis of effective public and third sector services. This course asks 'what are the dimensions and elements of 'value', what are the processes through which it can be created (or destroyed), how can you evaluate it in practice, and how can you (re-)design for value creation and service recovery'.
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| Course description |
This course draws upon both service management and service design theory in interrogating the nature of value and value creation and its application in real-world problems. It will provide the cornerstone of the Service Management and Design programme.
Students will be introduced to key and fundamental concepts/theories of value and value creation and value in service design. This course focuses on exploring the issues and the current development in the conceptualisation of value and value creation, especially from a service ecosystems perspective and with a close link to service design. This course will also explore value (co-)destruction and (re-)design for service recovery. ECA Colleague(s) with Design expertise will bring interdisciplinarity by interweaving value (co-)creation in a design context. This course will provide students with opportunities to discuss and interrogate key literature to enhance their understanding of key concepts and theories. This will take place alongside case analysis, where students will apply learnt concepts and theories to analysing and resolving real-world service problems.
The student experience will integrate personal learning objectives within a group environment. It will combine individual study together with tutor and practice inputs, group seminars and tutorials, guest lectures, formative workshops, and real-time investigation of value creation. It will link the experiences of both students and practitioners together with a theoretical framework to appreciate the central role of value creation to effective and sustainable services and design.
Edinburgh Futures Institute (EFI) - Hybrid Course Delivery Information:
The Edinburgh Futures Institute delivers many of its courses in hybrid mode. This means that you may have some online students joining sessions for this course. To enable this, the course will use technologies to record and live-stream student and staff participation during their teaching and learning activities.
Students should be aware that:
- Classrooms used in this course will have additional technology in place: in some cases, students might not be able to sit in areas away from microphones or outside the field of view of all cameras.
- All presentations, and whole class discussions will be recorded (see the Lecture Recording and Virtual Classroom policies for more details).
- You will need access to a personal computing device for this course. Most activities will take place in a web browser, unless otherwise stated. We recommend using a device with a screen, physical keyboard, and internet access.
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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 2026/27, Not available to visiting students (SS1)
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Quota: 30 |
| Course Start |
Semester 2 |
Timetable |
Timetable |
| Learning and Teaching activities (Further Info) |
Total Hours:
200
(
Lecture Hours 12,
Seminar/Tutorial Hours 12,
Programme Level Learning and Teaching Hours 4,
Directed Learning and Independent Learning Hours
172 )
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| Assessment (Further Info) |
Written Exam
0 %,
Coursework
100 %,
Practical Exam
0 %
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| Additional Information (Assessment) |
The course will be assessed by means of the following components:
1) 2000 Word Assignment (100%)
Assessment will be by means of a 2,000 word written assignment. During the intensive component of the course, three visiting speakers from practice will talk about their experiences of managing their service and of value creation. Students should select two of these speakers and their organisations. They should compare and contrast their approaches to value creation, using the presentations, material from the relevant web-sites and service management research and theory.
The assignment should concentrate on:
- In what ways do the organisations seek to build value creation into their working processes, practices and relationships? How do they talk about it? What are the strengths and weaknesses of their approach?
- How is this value creation embedded within the service ecosystem of the organisation and what impact does this have upon value creation?
- What recommendations would you make to the organisation for enhancing value creation through its service delivery? |
| Feedback |
Feedback on any formative assessment may be provided in various formats, for example, to include written, oral, video, face-to-face, whole class, or individual. The Course Organiser will decide which format is most appropriate in relation to the nature of the assessment.
Feedback on both formative and summative in-course assessed work will be provided in time to be of use in subsequent assessments within the course.
Feedback on the summative assessment(s) will be provided in written form via Learn, the University of Edinburgh's Virtual Learning Environment (VLE).
Formative Feedback Opportunity:
Formative feedback is ongoing feedback which monitors learning and is intended to improve performance in the same course, in future courses, and also beyond study.
Students will received feedback at various points during the course:
- During personal tutorials and group seminars.
- Though responsive email and/or personal contact with the course tutor and/or Teaching Assistant.
- Through formative workshop.
- By written feedback on their assessment case study (summative feedback). |
| No Exam Information |
Learning Outcomes
On completion of this course, the student will be able to:
- Express a critical understanding of values, value and value creation across service management and service design and of how they interrelate (knowledge and understanding).
- Demonstrate how value creation might be monitored and evaluated and what mix of analogue and digital data is appropriate to this task (research and enquiry).
- Critically evaluate the processes of value creation/destruction in service management and service design and identify the ethical challenges that they pose (personal and intellectual autonomy).
- Articulate the nature of value and value creation and the challenges that it poses (communication).
- Apply appropriate analytical skills of value and value creation to redesign existing services for a service organisation to recover from value (co-)destruction (real-world problem solving skills).
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Reading List
C Gronroos (2017) 'On Value and Value Creation in Service: A Management Perspective' Journal of Creating Value (3, 2)
C Gronroos & P Voima (2013) 'Critical service logic: making sense of value creation and co-creation' Journal of the Academy of Marketing Science (41, 2)
S Vargo, M Akaka & C Vaughan (2017) 'Conceptualizing Value: A Service-ecosystem View' Journal of Creating Value (3, 2)
T Zhang, C Lu, E Torres,& P-J Chen, (2018), 'Engaging customers in value co-creation or co-destruction online' Journal of Services Marketing, (32, 1)
S Osborne, G Nasi & M Powell (2021) 'Beyond co-production: value co-creation in public services' Public Administration (https://doi.org/10.1111/padm.12718)
W Hardyman, M Kitchener & K Daunt (2019) 'What matters to me! User conceptions of value in specialist cancer care' Public Management Review (21, 11)
A Cordella & A Paletti (2018) 'ICTs and value creation in public sector: Manufacturing logic vs service logic' Information Polity (23, 2)
F Foglieni & S Holmlid (2017) 'Determining Service Value: Exploring the Link between Value Creation and Service Evaluation' Service Science (9, 1)
H Jarvi, A-K Kahkonen & H Torvinen (2018) 'When value co-creation fails: Reasons that lead to value co-destruction' Scandinavian Journal of Management (34, 1)
A Canhoto & F Clear (2020) 'Artificial intelligence and machine learning as business tools: A framework for diagnosing value destruction potential Business Horizons (63, 2) |
Additional Information
| Graduate Attributes and Skills |
Not entered |
| Keywords | Value,Value Creation,Value Destruction,Service Management,Service Delivery |
Contacts
| Course organiser | Dr Yida Zhu
Tel:
Email: Y.Zhu@ed.ac.uk |
Course secretary | Mr David Murphy
Tel:
Email: dmurphy7@ed.ac.uk |
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