Aarhus, Denmark

Service Management and Marketing

when 24 July 2023 - 11 August 2023
language English
duration 3 weeks
credits 10 EC
fee EUR 691

The aim of this course is to provide an in-depth understanding of how services are conceptualized, designed and managed. Marketing issues will be within a broader general service management context. This course provides a strong managerial orientation and strategic focus but with necessary links to theory. The main subjects that will be discussed are the following:

- The Nature of the Service and Service Consumption

- The Service Dominant Logic, Consumer Dominant Logic and Service Management Principles

- Consumer Value and Consumer Journeys in a Service Context

- Service Quality and Customer Satisfaction

- Managing Service Encounter

- Managing Productivity and Quality in Services

- Relationship Marketing and Customer Loyalty

- Complaint Handling and Service Recovery

- People Management: Internal Marketing and Service Culture

- Communication issues in Services Management

- Transforming a Manufacturing Firm into a Service Business

- Service Innovation

- Contemporary Issues in Service Marketing and Management (e.g. Data privacy, Artificial Intelligence, Internet of Things, Robots, Consumer Connectivity)

Course leader

Ioannis Assiouras

Target group

Master's level

Fee info

EUR 691: EU/EEA citizens
EUR 1717: NON-EU/EEA citizens

Scholarships

No scholarships available