Professional 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
- use the service marketing and CRM models
- 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 an
Customer loyalty
Value creation
Comparison of different CRM systems
Exam preparation and group work

Prerequisites and co-requisites

Introduction to Marketing
Marknadsföringens grunder

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
Read pages: 1 - 70

Power Point slides from lectures by Tove Kietz

Study activities

  • Lectures - 16 hours
  • Practical exercises - 12 hours
  • Project- and production work/artistic activities - 60 hours
  • Individual studies - 45 hours
  • Exam - 2 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
Examination 1: Exam
Examination 2: Team project
Examination 3: Guestlectures mandatory
The examinations contribute to the final grade as
follows: Exam
50 % and Team project 35 % and Guestlectures 15%.
For more information see lecturers material.


  • Kietz Tove
  • Nyberg Janne


Kietz Tove

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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