The course is included in these curricula and study modules
The course takes place in period
3 (2022-01-01 to 2022-03-13)
Level/category
Teaching language
English
Type of course
Optional
Cycle/level of course
First
Recommended year of study
3
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 Customer Relationship Management (CRM).
Learning outcomes
At the end of the course the student is expected
to be able to:
- understand the Service Management and Customer
Relationship Management (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
Additional information
WE WILL APPLY BLENDED LEARNING: HYBRID OR FULLY
ONLINE LECTURES IN 2022.
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
Workload
- 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
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE. WE WILL APPLY BLENDED
LEARNING: HYBRID OR FULLY ONLINE LECTURES IN 2022.
Teacher
- Kietz Tove
- Nyberg Janne
Examiner
Kietz Tove
Home page of the course
Group size
No limit (28 students enrolled)
Assignments valid until
12 months after course has ended
Course enrolment period
2021-12-22 to 2022-01-06
Assessment methods
- Date of examination will be announced later - Exams
- Date will be announced later - Reports and productions
Date | Time | Room | Title | Description | Organizer |
---|---|---|---|---|---|
2022-01-14 | 14:00 - 16:30 | Service Management and CRM | Recorded Introduction lecture available in Itslearning 14.1.-16.1. (mandatory to listen to before 1st lecture on Monday 17.1.) | Kietz Tove | |
2022-01-17 | 09:30 - 12:00 | Service Management and CRM | https://arcada.zoom.us/j/61834328106?pwd=SWJndURkZnJDaWkvY2h5VVExQUM5QT09 Meeting ID: 618 3432 8106 Passcode: 899953 | Kietz Tove | |
2022-01-21 | 14:00 - 16:30 | Service Management and CRM | Kietz Tove | ||
2022-01-24 | 09:30 - 12:00 | Service Management and CRM | Kietz Tove | ||
2022-01-31 | 09:30 - 12:00 | Service Management and CRM | Book Exam in Itslearning | Kietz Tove | |
2022-02-25 | 14:00 - 16:00 | E385 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/66451066502?from=addon | Nyberg Janne |
2022-03-03 | 13:15 - 15:45 | Service Management and CRM | Re-exam 1 | Kietz Tove | |
2022-03-04 | 14:00 - 16:00 | E385 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/65966507533?from=addon | Nyberg Janne |
2022-03-09 | 13:00 - 15:00 | E383 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/69675415500?from=addon | Nyberg Janne |
2022-03-29 | 09:30 - 12:00 | Service Management and CRM | Re-exam 2 | Kietz Tove |