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Service Management (online)

Service Management is an online course that provides a toolbox to better understand and analyze recent developments in service management.

By participating in this program you will gain a good understanding of how to

  • assess and optimize service quality, 
  • design effective service recovery measures, 
  • integrate customers and technology in service delivery,
  • assess the future role of artificial intelligence in service,
  • develop hybrid offerings in business markets.

For companies, this program represents an effective way to gain new ideas for promoting customer-centric business strategies. For service managers and experts, the course a cost-efficient and flexible way of further refreshing and extending their service-related knowledge and skills.

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Customer Experiences

“This is an excellent program, expertly delivered. It provides a strong grounding in the fundamentals and provides great value in its exploration of issues such as service recovery and the increasing role of AI across all elements of service management, as well as inviting participants to consider the increasingly important role that customer centricity plays in service management creation.”

2019 participant

100% of the 2019 participants recommend the course

Watch the introduction video of the sample module:


The course serves as a cost-efficient and flexible way for updating participants’ service management know-how. It is also an effective tool to provide selected teams, groups or departments with a similar level of knowledge.

Get a toolbox to better understand and analyze recent developments in service management
Gain new ideas and tools for developing and optimizing service operations inside the company
Study in a flexible way according to your own schedule and speed


The Service Management online course is designed for managers and experts who are looking for a conceptual toolbox on service management.


In order to provide effective tools for optimizing companies’ service operations, the course starts with approaching the foundations of service business. To capture service quality as a major aim of service provision, the online course discusses prominent service quality concepts and covers seminal tools for measuring service quality. The course also discusses strategies for effective service recovery and introduces self-service technologies and artificial intelligence as major drivers of service innovation.

Participants will also identify co-creation as an emerging trend in service innovation management. The course illuminates customer value creation as a major strategic aim of business operations. In addition, customer centricity is introduced as a major organizational precondition for safeguarding customer value.

Instructor: Tomas Falk, Professor of Marketing, Aalto University School of Business

Fee and Registration

Program Fee

The fee for the Service Management online course is € 200 (+ VAT).

The fee includes three months access to the course content for one person.

VAT is applicable to private persons and Finnish companies.

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