Business Adm and Social Science

IEM015 Service Marketing 6.0 ECTS credits

DENNA SIDA FINNS OCKSÅ PÅ SVENSKA

General information about studying at Luleå University
TIMEPERIOD: Q III

LANGUAGE: English/Swedish

EXAMINER
Esmail Salehi-Sangari Tf prof

PREREQUISITES
Marketing (5 p) or equivalent.

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,3,4,5

ITEMS AND CREDITS 
Written exam                                                	4.5 ECTS
                                                            	1.5 ECTS

COURSE LITERATURE
Grönroos C(1993): Service Management - Ledning, strategi, marknadsföring i servicekonkurrens, ICL förlag Göteborg. Normann, R (1992): Service Management - Ledning och strategi i tänsteproduktionen, Liber. Additional literature will be added.

REMARKS
Last modified 97-03-05
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