Extension studies

Teaching language


Type of course


Cycle/level of course


Recommended year of study


Total number of ECTS

5 cr

Competency aims

The aim with the course is that the student will understand the central concepts and models of service management and CRM.

Learning outcomes

At the end of the course the student is expected to be able to: - understand the service management and CRM disciplines - use the service marketing and CRM models analytically - understand and use the central concepts in service marketing and CRM - understand the importance of CRM systems - understand the functionality and use of CRM systems on a basic level

Course contents

Course introduction Service quality Service in a consumer context Service in an industrial context Customer Relationship Management Customer loyalty Value creation Comparison of different CRM systems groupwork Using CRM-system online lab work Bookexam on Service Management part

Prerequisites and co-requisites

Introduction to Marketing

Previous course names

AB‑2‑013 (0) Service and Customer Relationship Management/Service Management and CRM INTERNATIONAL BUSINESS 2018 - Sales and Customer Management FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) - Marknadsföring

Recommended or required reading

Services, Marketing and Management: Gilmore, Audrey Pages: 220 Publisher: SAGE Publications Ltd. (UK) Location: London, GBR Date Published: 03/2003 Read pages: 1 - 178 Managing Customer Relationships : A Strategic Framework (2nd Edition), Peppers, Don Rogers, Martha Pages: 530 Publisher: John Wiley & Sons Location: Hoboken, NJ, USA Date Published: 03/2011 Read pages: 1 - 70 Power Point slides from lectures by Tove Kietz

Study activities

  • Lectures - 40 hours
  • Practical exercises - 25 hours
  • Small-group work - 35 hours
  • Project- and production work/artistic activities - 35 hours


  • Total workload of the course: 135 hours
  • Of which autonomous studies: 135 hours
  • Of which scheduled studies: 0 hours

Mode of Delivery

Participation in tuition

Assessment methods

  • Exams (written-, oral-, home-)
  • Essays, reports, productions and portfolio

Assessment requirements

To pass the course the student should pass the following examinations: Examination 1: BookExam on Service Management Examination 2: Team project comparing crm-systems Examination 3: Exercises in online data lab The examinations contribute to the final grade as follows: BookExam 40 % and Team project 35 % Data lab exercises 25% For more information see Itslearning page. MORE DETAILS ABOUT EXAMINATION DURING MANDATORY INTRODUCTION LECTURE.


  • Kietz Tove
  • Nyberg Janne


Kietz Tove

Home page of the course


Group size

No limit

Assignments valid until

12 months after course has ended

Assessment methods

  • Date of examination will be announced later - Exams
  • Date will be announced later - Reports and productions

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