SERVICE MANAGEMENT

Course Information
TitleΔΙΟΙΚΗΣΗ ΥΠΗΡΕΣΙΩΝ / SERVICE MANAGEMENT
Code12ΥΕ06
FacultyEconomic and Political Sciences
SchoolEconomics
Cycle / Level1st / Undergraduate
Teaching PeriodWinter
CoordinatorNiki Glaveli
CommonYes
StatusActive
Course ID100001487

Programme of Study: UPS School of Economics (2013-today)

Registered students: 406
OrientationAttendance TypeSemesterYearECTS
OIKONOMIASSpecial Election536
DIOIKĪSĪ EPICΗEIRĪSEŌNCompulsory Course belonging to the selected specialization (Compulsory Specialization Course)536

Class Information
Academic Year2018 – 2019
Class PeriodWinter
Instructors from Other Categories
Class ID
600123014
Type of the Course
  • Background
  • General Knowledge
  • Scientific Area
  • Skills Development
Course Category
Specific Foundation / Core
Mode of Delivery
  • Face to face
Erasmus
The course is also offered to exchange programme students.
Language of Instruction
  • Greek (Instruction, Examination)
  • English (Instruction, Examination)
Prerequisites
General Prerequisites
NONE, HOWEVER, THE COURSE ``OPERATIONS MANAGEMENT'' IS OF GREAT ASSISTANCE.
Learning Outcomes
With the completion of this course, students shall be able to develop those skills that are necessary to administer any business firm in the Services Sector both in Greece and abroad.
General Competences
  • Apply knowledge in practice
  • Retrieve, analyse and synthesise data and information, with the use of necessary technologies
  • Adapt to new situations
  • Make decisions
  • Work autonomously
  • Work in teams
  • Work in an international context
  • Work in an interdisciplinary team
  • Generate new research ideas
  • Design and manage projects
  • Appreciate diversity and multiculturality
  • Respect natural environment
  • Demonstrate social, professional and ethical commitment and sensitivity to gender issues
  • Be critical and self-critical
  • Advance free, creative and causative thinking
Course Content (Syllabus)
Ι. AIM OF THE COURSE Service sector is a very significant part of modern economies. This course in Service Management aims at the introduction of the special characteristics of services, their nature, the service strategies, the concept of the service quality and the modern trends in the service sector. Special attention is given to the creation of value for the customer via a complete and excellent customer service and customer satisfaction. ΙΙ. COURSE ORGANIZATION Both lectures and case studies are included as well as projects assigned to the students in order to implement a quantitative technique and method to solve a significant problem in Service Management. Also, we invite senior managers from the service sector (hotels, banks, etc.) to present their experiences from their companies and customers. III. COURSE SYLLABUS AND ANALYTIC LECTURES PROGRAM Εβδομάδα Μαθημάτων Περιεχόμενο Διαλέξεων ------------------------------------------------------------------ 1. Introduction to the subject of Service Management 2. The role and nature of services 3. Service strategies 4. Value chain in service sector, Case study 5. New service development 6. Quality in services – Service encounter, Case study 7. E–Services 8. Facility location 9. Supply and Demand management strategies 10. Waiting lines for the customer service - Lecture by a senior manager 11. Presentation of the students projects and assignments 12. Growth and globalization of service firms and Presentation of the students projects and assignments 13. Closing, Discussion about the exam paper
Keywords
Services, Service Strategies, New Service Development, E-Services, Supply and Demand Management strategies
Educational Material Types
  • Notes
  • Slide presentations
  • Audio
  • Multimedia
  • Book
Use of Information and Communication Technologies
Use of ICT
  • Use of ICT in Course Teaching
  • Use of ICT in Laboratory Teaching
  • Use of ICT in Communication with Students
  • Use of ICT in Student Assessment
Course Organization
ActivitiesWorkloadECTSIndividualTeamworkErasmus
Lectures521.9
Seminars40.1
Laboratory Work60.2
Reading Assigment782.8
Field trips and participation in conferences / seminars / activities20.1
Project40.1
Written assigments200.7
Exams20.1
Total1686
Student Assessment
Description
Students work on a project which includes two parts: 1. A case study of a company, Greek or foreigner, which implemented an innovative service/or the design of a blueprint and 2. Qulitative/quantitatove research (case study) on a subject/research area covered in the course. The final written exam corresponds to the 100% of the final grade. However, from the assignments, students are given a bonus of 20-30% of the final grade.
Student Assessment methods
  • Written Exam with Short Answer Questions (Formative, Summative)
  • Written Exam with Extended Answer Questions (Formative, Summative)
  • Written Assignment (Formative, Summative)
  • Oral Exams (Formative, Summative)
  • Performance / Staging (Formative, Summative)
  • Written Exam with Problem Solving (Formative, Summative)
  • Report (Formative, Summative)
  • Labortatory Assignment (Formative, Summative)
Bibliography
Course Bibliography (Eudoxus)
1. Xυτήρης, Λ. και Άννινος, Λ.Ν “Διοίκηση και Ποιότητα Υπηρεσιών’’ (e-book), 2016, Κωδ. στον Εύδοξο: 59303481 2. Κίτσιος, Φ.Χ. και Ζοπουνίδης, Κ. “ΑΝΑΠΤΥΞΗ ΝΕΩΝ ΥΠΗΡΕΣΙΩΝ Τουρισμός – Υγεία – Επιχειρηματικότητα - Καινοτομία’’, Eκδόσεις Κλειδάριθμος, 2008, Αθήνα, Κωδ. Στον Εύδοξο: 13595 3. Σημειώσεις του μαθήματος στο elearning.
Additional bibliography for study
Β. Συμπληρωματική Βιβλιογραφία 1. Fitzsimmons, J.A. and Fitzsimmons, M.J. (2011) Service Management: Operations, Strategy, Information Technology; McGraw Hill, 7th ed. 2. Heskett, J.L., Sasser, E. and Schlesinger, L.A. (1997) The Service Profit Chain. Free Press. 3. Kandampully, J. (2012), (Ed.) Service Management : The New Paradigm in Retailing,, Springer 4. Maglio, P. P., Kieliszewski, C. A. and Spohrer, J. C. (eds.): Handbook of Service Science (Service Science: Research and Innovations in the Service Economy), Springer, 2010.
Last Update
13-10-2018