| Title | ΔΙΟΙΚΗΣΗ ΥΠΗΡΕΣΙΩΝ / SERVICE MANAGEMENT |
| Code | 12ΥΕ06 |
| Faculty | Social and Economic Sciences |
| School | Economics |
| Cycle / Level | 1st / Undergraduate |
| Teaching Period | Winter |
| Coordinator | Chrysoleon Papadopoulos |
| Common | Yes |
| Status | Active |
| Course ID | 100001487 |
Programme of Study: UPS School of Economics (2013-today)
Registered students: 373
| Orientation | Attendance Type | Semester | Year | ECTS |
|---|---|---|---|---|
| ECONOMICS | Elective Courses belonging to the other | 5 | 3 | 3 |
| BUSINESS ADMINISTRATION | Compulsory Course belonging to the selected specialization (Compulsory Specialization Course) | 5 | 3 | 6 |
| Academic Year | 2017 – 2018 |
| Class Period | Winter |
| Instructors from Other Categories | |
| Class ID | 600098449
|
Class Schedule
| Building | Αμφιθέατρο ΝΟΕ |
| Floor | Όροφος 1 |
| Hall | ΜΕΓΑΛΟ ΑΜΦΙΘΕΑΤΡΟ (A) (158) |
| Calendar | Tuesday 10:00 to 12:00 |
| Building | Αμφιθέατρο ΝΟΕ |
| Floor | Όροφος 1 |
| Hall | ΜΕΓΑΛΟ ΑΜΦΙΘΕΑΤΡΟ (A) (158) |
| Calendar | Thursdsay 14:00 to 16:00 |
Course Type 2016-2020
- Background
- General Knowledge
- Scientific Area
- Skills Development
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/1/600098449
- eLearning (Moodle): https://elearning.auth.gr/course/view.php?id=9045
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
| Activities | Workload | ECTS | Individual | Teamwork | Erasmus |
|---|---|---|---|---|---|
| Lectures | 166 | 5.9 | ✓ | ✓ | |
| Seminars | |||||
| Laboratory Work | |||||
| Reading Assigment | |||||
| Field trips and participation in conferences / seminars / activities | |||||
| Project | |||||
| Written assigments | |||||
| Exams | 2 | 0.1 | |||
| Total | 168 | 6 |
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
16-10-2017