Service Management and Innovation

This course can be taken as a singular course

Service Management and innovation 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. This course provides a thorough understanding of both the customers’ and the businesses’ roles in service design, service delivery and service development. Further, this course provides an understanding of how to use and manage innovation in a service environment. After participating in this course students will gain insight into different aspects of service qualities, and what determines customer satisfaction or customer failures.

Nordic applicants: Generell studiekompetanse

International applicants: Higher Education Entrance Qualification and certified language requirements in English.

A list of the requirements for the Higher Education Entrance Qualification in Norway can be found on the web site from the Norwegian Agency for Quality Assurance in Education (NOKUT). For language requirements we refer to NOKUT's GSU-list.

Application code: 9199 (Nordic applicants).

Knowledge:

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

• Different aspects of service qualities, how service failures occurs and how to respond

• Theories of innovation

• Why innovation can function as a tool in Service Management

• Different aspects of innovation

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

• How to manage innovation in a service environment

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 and innovation

• Carry out oral and written presentations on both the customers’ and the businesses’ roles in service design, service delivery and

If you pass the examination in this course, you will get an reduction in credits (as stated below), if you previously have passed the following courses:

• BED-2058 Service Management and Innovation 7.5 ects

Language of instruction and examination

This course is available for inbound exchange students.

There are no academic prerequisites to add this module in your Learning Agreement

Do you have questions about this module? Please check the following website to contact the course coordinator for exchange students at the faculty: https://en.uit.no/education/art?p_document_id=510412

More info about the coursework requirements

There will be a compulsory group work. The assignment must be approved before the students qualify for the exam.

Approved work requirements are valid for 4 consecutive semesters starting from the semester in which the work requirement was completed.

Re-sit examination