Engelska Studiehandboken kurser

Business Adm and Social Science

IEM321 Service Marketing Management 7.5 ECTS credits

DENNA SIDA FINNS OCKSÅ PÅ SVENSKA

General information about studying at Luleå university

TIMEPERIOD:

LANGUAGE: English/Swedish

EXAMINER
Esmail Salehi-Sangari Tf prof

PREREQUISITES

COURSE AIM
The aim of the course is to provide knowledge concerning construction, production and marketing of services.

CONTENTS
The course considers service management from different aspects. Construction as well as production and marketing of services is analyzed both from the customers and the providing firmsÕ perspective. Relations between external, internal, and interactive marketing is also considered. A central issue in the course is service quality.

TEACHING
Lectures, seminars and compulsory case studies / project work.

EXAMINATION
Written test, written and oral presentation of project work and active participation in compulsory seminars.
COURSE GRADE SCALE: U,G,VG

ITEMS/CREDITS


Written exam                                                	4.5ECTS
Project Seminars                                            	3.0ECTS

COURSE LITTERATURE
Hope,C & Muhleman, A (1997):Service Operations Management. Strategy,design and delivery, Prentice Hall Referenslitteratur: Zeithaml/Bitner: Service Marketing, McGraw-Hill Grönroos: Service Management, ISL-förlag Additional literature will be added.

REMARKS

Last modified : 97-09-25

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