autumn 2018
BED-2137 Service Management - 10 ECTS

Last changed 29.01.2019

Type of course

This course may be taken as a singular course.

Course content

Service Management is an important part of marketing. This module gives an insight into the characteristics of services, and explains the differences between intangible and tangible elements. An essential part of service management is to have knowledge of the service marketing triangle, and how to deal with different perspectives of services. This course provides a thorough understanding of both the customers¿ and the businesses¿ roles in service delivery. After participating in this course students will gain insight into different aspects of service qualities, and what determines customer satisfaction or customer failures.

Objectives of the course

After completing the course, the candidate will have insight into

  • Background and theories of service management
  • Why service management is of importance
  • The characteristics of services
  • External marketing ¿ company to customer
  • Internal marketing ¿ company to employees
  • Interactive marketing ¿ employees to customer
  • Different aspects of service qualities
  • How service failures occurs and how to respond               

Skills After completing the course, the candidate will be able to

  • Use relevant theory to enable, make and deliver the service promise
  • Use the service marketing triangle as a management tool
  • Find and evaluate theoretical aspects of service quality and quality failures
  • Analyze and discuss relevant challenges related to service management 

General competence

After completing the course, the candidate will be able to

  • Assess and use relevant service management theories 
  • Exchange ideas and views related to a service dominant logic
  • Discuss and debate different concepts of services
  • Carry out oral and written presentations on both the customers¿ and the businesses¿ roles in service delivery

Language of instruction


Teaching methods

Lectures, seminars and business visits.


There will be a compulsory group/individual work consisting of a written part and an oral presentation in class. The assignment must be approved before students qualify for exam.

4-hour individual written school exam. The exam is graded by one internal examiner and one external examiner using a grading system ranging from A-F, where F is failure to pass the exam.


  • About the course
  • Campus: Harstad |
  • ECTS: 10
  • Course code: BED-2137