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 AND CREDITS
Written exam 4.5 ECTS
Project Seminars 3.0 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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