The course takes place in period

3 (2023-01-01 to 2023-03-19)


Extension studies

Teaching language


Type of course


Cycle/level of course


Recommended year of study


Total number of ECTS

5 cr

Competency aims

Within this study unit we will focus on the
following competencies:

Customer-centric competency

Fact-based decision making

​Learning and Career-oriented Competencies

SDG's in focus: 4,8,9,12

Learning outcomes

Once you have completed the study unit you will

  • define the Service Management and Customer
    Relationship Management (CRM) disciplines
  • use the Service marketing and CRM models
    analytically (skill)
  • apply the central concepts in Service marketing
    and CRM (skill)
  • understand the importance of CRM systems
  • handle the functions of CRM systems on a basic
    level (skill)​

Course contents

Study unit 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

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 - 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 study unit the student should pass the
following examinations with min. 50% of points:
Examination 1: Book Exam on Service Management
Examination 2: Group work comparing crm-systems
Examination 3: Crm-system exercises in online data



  • Kietz Tove
  • Nyberg Janne


Kietz Tove

Group size

No limit (19 students enrolled)

Assignments valid until

12 months after course has ended

Course enrolment period

2022-12-26 to 2023-01-05

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
2023-01-25 13:00 - 14:30 A311 Service Management and CRM Kietz Tove
2023-01-27 14:15 - 15:45 D4106 Service Management and CRM Kietz Tove
2023-02-01 10:30 - 12:00 B518 Service Management and CRM Kietz Tove
2023-02-08 14:00 - 16:30 B518 Service Management and CRM Book exam Kietz Tove
2023-02-15 14:00 - 17:00 Service Management and CRM Kietz Tove
2023-03-01 08:00 - 10:00 E385 Service Management and CRM Nyberg Janne
2023-03-06 09:00 - 10:30 Service Management and CRM Guest lecture in Zoom Meeting ID: 693 0774 1427 Kietz Tove
2023-03-08 08:00 - 10:00 E385 Service Management and CRM Nyberg Janne
2023-03-10 13:30 - 16:00 B518 Service Management and CRM Re-exam 1 Kietz Tove
2023-03-15 08:00 - 10:00 E385 Service Management and CRM Nyberg Janne
2023-03-20 09:00 - 16:00 E385 Service Management and CRM Nyberg Janne
2023-04-04 13:00 - 15:30 B518 Service Management and CRM Re-exam 2 Kietz Tove

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