SERVICE MANAGEMENT
| Title | ΔΙΟΙΚΗΣΗ ΥΠΗΡΕΣΙΩΝ / SERVICE MANAGEMENT |
| Code | 03ΕΕ12 |
| Faculty | Social and Economic Sciences |
| School | Economics |
| Cycle / Level | 1st / Undergraduate |
| Teaching Period | Winter |
| Coordinator | Alexandros Diamantidis |
| Common | No |
| Status | Active |
| Course ID | 100000663 |
| Academic Year | 2018 – 2019 |
| Class Period | Winter |
| Instructors from Other Categories | |
| Weekly Hours | 3 |
| Class ID | 600123066
|
Course Type 2016-2020
- Background
- General Knowledge
- Scientific Area
Course Type 2011-2015
Specific Foundation / Core
Mode of Delivery
- Face to face
Digital Course Content
- e-Study Guide https://qa.auth.gr/en/class/1/600123066
- At the Website of the School: http://www.econ.auth.gr/index.php?lang=el&rm=2&mn=15
Language of Instruction
- Greek (Instruction, Examination)
Prerequisites
General Prerequisites
ΝΟΝΕ.
Learning Outcomes
Students understand the importance, the role and the special characteristics of the service sector and get in touch with theories and tools for effective management and improved productivity and quality of the service organisation. Further, students improve their competencies for applying theory to practice and their understanding of the importance of research in services as well as elaborate free, creative and constructive thinking.
General Competences
- Apply knowledge in practice
- Retrieve, analyse and synthesise data and information, with the use of necessary technologies
- Make decisions
- Work autonomously
- Work in teams
- Generate new research ideas
- 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)
Aim of the course: The course is designed to introduce students to the special characteristics of services, the role and nature of the service sector, the customer service strategy, the notion of service quality and e-service, the management of supply and demand and the latest developments in the service sector. Special attention is given to the idea of value creation for the customer through effective service provision and quality of the service provided and on customer satisfaction and loyalty. The service sector has been characterized as the developmental force of modern economies.
Contents of the course per lecture/week:
(WEEK 1) Introduction, Assignment of case studies.
(WEEK 2) Quality, Total Quality Management, Quality assurance, ISO9000, Quality in services (SERVQUAL).
(WEEK 3) The role of services in an Economy.
(WEEK 4) The nature of services and Service strategy.
(WEEK 5) New service development.
(WEEK 6) The service encounter.
(WEEK 7) e–service, Service facility location.
(WEEK 8) Managing supply and demand.
(WEEK 9) Managing service supply relationships. Productivity and quality improvement.
(WEEK 10) Growth and globalization of services.
(WEEK 11) Customer service. Presentation of a theme on service management by a senior manager (hotel manager, bank manager).
(WEEK 12) Presentation of case studies by the students.
(WEEK 13) Course summary.
Short cases on innovative services are also presented by the students every week after the third (5 each week).
Keywords
Service management, value creation, demand and supply strategies, service quality, competitve strategy
Educational Material Types
- Notes
- Slide presentations
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
Description
- Blackboard
- ICT in Course teaching (projector)
- Use of search engines (e.g., Heallink, Google, other) and the electronic sources of the Library of AUTH for bibliographic search.
Course Organization
| Activities | Workload | ECTS | Individual | Teamwork | Erasmus |
|---|---|---|---|---|---|
| Lectures | 82 | ✓ | |||
| Reading Assigment | ✓ | ✓ | |||
| Tutorial | ✓ | ✓ | |||
| Project | |||||
| Written assigments | |||||
| Exams | 2 | ||||
| Total | 84 |
Student Assessment
Description
Triple axes of appraisal: participation in lectures, team - essays and written end term exams.
FINAL WRITTEN EXAM: 100%
BONUS: 10%-20% SHORT CASES & CASE STUDY/PROJECT
Student Assessment methods
- Written Exam with Short Answer Questions (Summative)
- Written Assignment (Formative, Summative)
- Oral Exams (Formative, Summative)
- Performance / Staging (Formative, Summative)
- Report (Formative, Summative)
Bibliography
Course Bibliography (Eudoxus)
Ομάδα Συγγραφέων της Lifeskills International Ltd., Building a service culture, ``Πρώτοι στην εξυπηρέτηση του πελάτη’’, Εκδόσεις Κριτική, 2002, Αθήνα, ISBN 978-960-218-290-1, (Κωδικός Βιβλίου στον Εύδοξο: 11761).
Main textbook:
Fitzsimmons, James A. and Mona J. Fitzsimmons, (2010) 7th ed., Service Management, McGraw-Hill, New York.
Additional bibliography for study
1. Barlow, Janelle, (2009), A Complaint Is a Gift: Recovering Customer Loyalty
When Things Go Wrong, 2nd ed., Berrett-Koehler, San Francisco
2. Barnes, Cindy, Helen Blake and David Pinder, (2009),Creating and Delivering
Your Value Proposition: Managing Customer Experience for Profit, Kogan Page
3. Buttle, Francis, (2008), Customer Relationship Management, 2nd edition,
Butterworth-Heinemann
4. Edvardsson, Bo and Bo Enquist, (2008), Values Based Service for Sustainable
Business: Lessons from IKEA, Routledge.
5. Ford. David, Lars Erik-Gadde, Hakan Hakansson, Ivan Snehota (2011),
Managing Business Relationships, 3rd ed., Wiley, Chichester
6. Gronfeldt, Svata and Judith Banks Strother, (2006), Service Leadership: The
Quest for Competitive Advantage, Sage Publications
7. Gronroos, Christian, (2007), Service Management and Marketing, 3rd ed.,
Wiley, Chichester, England
8. Gummesson, Evert, (2008), Total Relationship Marketing, 3rd ed.,
Butterworth Heinemann, Oxford
9. Gungor, Huseyin, (2007), Emotional Satisfaction of Customer Contacts,
Vossiuspers UvA
10. Gustafsson, Anders and Michael D. Johnson, (2008), Competing in a Service
Economy, Jossey-Bass, San Francisco
11. Heskett, James L, W Earl Sasser, and Joe Wheeler, (2008) Ownership
Quotient: Putting the Service Profit Chain to Work for Unbeatable
Competitive Advantage, Harvard Business
12. Heskett, James L., W. Earl Sasser and Leonard A. Schlesinger (1997), The
service Profit Chain, Free Press, New York
13. Johnston, Robert and Graham Clark (2008), Service Operations Management,
3rd Edition, FT Prentice Hall, Harlow, England
14. Kandampully, J. (2012), (Ed.) Service Management : The New Paradigm in Retailing, Springer.
15. Lovelock, Christopher H. and Jochen Wirtz (2010), Services Marketing:
People Technology and Strategy, 7th Ed., Pearson/Prentice Hall, New Jersey
16. 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.
17. Sampson, Scott E. (2005), Understanding Service Businesses, 2nd ed, Wiley
18. Schmidt, Waldemar, Gordon Adler and Els van Weering (2003), Winning at
Service, John Wiley & Sons Ltd., Chichester
18. Shaw, Colin, Qaalfa Dibeehi and Steven Walden, (2010), Customer Experience:
Future Trends and Insights, Palgrave Macmillan
19. Spath, Dieter and Klaus-Peter Fahnrich (eds) (2007), Advances in Services
Innovations, Springer, Berlin
19. Wright, J. Nevan and Peter Race (2005), The Management of Service
Operations, 2nd ed, Thomson, London
Last Update
21-03-2016
