The course takes place in period

3 (2022-01-01 to 2022-03-13)

Level/category

Extension studies

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

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
Room reservations
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

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