Service Management
EMBA Online Module
Service Management is a program 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.
This new EMBA online module consists of virtual kick-off, video lectures, interesting case videos and pre-readings, pre and post assignments, as well as a group ideation project to promote sharing and reflection.
The program will start with a half day virtual kick-off on April 4, 2019 with professor Tomas Falk. Before the virtual kick-off, you will be given pre-readings and a pre-assignment similar to regular EMBA modules. After the virtual kick-off, you can complete the rest of the module online in a flexible study mode. By attending the virtual kick-off, completing all five online chapters as well as all required assignments and group work you can earn one elective module worth 4,5EC towards your Aalto Executive MBA degree.
Benefits
The program serves as a cost-efficient and flexible way of updating participants’ service management know-how.
For
This Service Management online course is designed for current Aalto EMBA and MBA participants and alumni who are looking for a conceptual toolbox on service management.
Helsinki program participants should register via their local program staff and others via the Registration link below.
Contents
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.
The program will start with a half day virtual kick-off on April 4, 2019 with professor Tomas Falk. Before the virtual kick-off you will be given pre-readings and a pre-assignment similar to regular EMBA modules. After the virtual kick-off you can complete the rest of the module online in a flexible study mode.
Instructor: Tomas Falk, Professor of Marketing, Aalto University School of Business
Chapter 1: Foundations of Service Management
- Why Study Services?
- Defining Services
- Products vs. Services
- The 15 Service Management Mantras
Chapter 2: Service Quality Management
- Defining Service Quality
- The GAP-Model
- SERVQUAL
- Electronic Service Quality
- Blueprinting
Chapter 3: Service Recovery Management
- Conceptualizing Service Recovery
- Customer Response Categories to Service Failures
- Principles of Effective Service Recovery Systems
- Service Guarantees
Chapter 4: Service and Technology
- Customers and Self-service Technologies
- Technology Readiness
- Artificial Intelligence in Service
Chapter 5: B2B Services
- Customer Value
- Variants of Hybrid Offerings
- Hybrid Offerings – A Resource and Capability Perspective
- Variants of Hybrid Offerings and the Respective Resources and Capabilities
- Customer Centricity
Fee and Registration
Program Fee
The fee for the Service Management EMBA Online Module is € 400 (+ VAT).
VAT is applicable to private persons and Finnish companies.