The course is included in these curricula and study modules
- Business administration 2013 (marketing) - Marketing
- Business administration 2014 (marketing) - Marketing
- Business administration 2015 (marketing) - Marketing
- Business administration 2016 (marketing) - Marketing
- Business administration 2017 (marketing) - Marketing
- Business administration 2018 (marketing) - Marketing
The course takes place in period
1 (2018-08-01 to 2018-10-21)
Level/category
Teaching language
English
Type of course
Compulsory
Cycle/level of course
First
Recommended year of study
2
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 an introduction
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
Published:
03/2011
Read pages: 1 - 70
Power Point slides from lectures by Tove Kietz
Study activities
- Lectures - 24 hours
- Project- and production work/artistic activities - 40 hours
- Individual studies - 45 hours
- Internet-based studies - 24 hours
- Exam - 2 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: 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.
Teacher
Kietz Tove
Examiner
Fabricius Susanna
Home page of the course
Group size
No limit (77 students enrolled)
Assignments valid until
12 months after course has ended
Course enrolment period
2018-08-13 to 2018-09-09
Assessment methods
- 2018-09-26 - Exams
- 2018-10-28 - Reports and productions
| Date | Time | Room | Title | Description | Organizer |
|---|---|---|---|---|---|
| 2018-08-28 | 09:15 - 10:45 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-08-30 | 12:30 - 14:00 | F249 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-04 | 09:15 - 12:00 | D4106 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-10 | 09:15 - 10:45 | F249 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-11 | 09:15 - 10:45 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-17 | 08:30 - 10:00 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-18 | 08:30 - 10:00 | D4107-08 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-09-25 | 15:30 - 18:00 | F143 | Service and Customer Relationship Management | Exam | Kietz Tove |
| 2018-10-03 | 13:00 - 14:30 | F249 | Service and Customer Relationship Management | Guest lecturer Peter Kietz | Kietz Tove |
| 2018-10-03 | 14:30 - 16:00 | B518 | Service and Customer Relationship Management | Guest lecturer Peter Kietz | Kietz Tove |
| 2018-10-03 | 14:45 - 16:00 | F249 | Service and Customer Relationship Management | Kietz Tove | |
| 2018-10-11 | 13:00 - 16:00 | F249 | Service and Customer Relationship Management | Guest lecturer Stefan Saxberg | Kietz Tove |
| 2018-10-16 | 12:00 - 14:30 | F249 | Service and Customer Relationship Management | Sini Hohkuri - guestlecturer from vainu.io | Kietz Tove |
| 2018-10-16 | 15:00 - 16:15 | E385 | Service and Customer Relationship Management | Jamaar Powe-Ignatius: Demo of Zoho | Kietz Tove |
| 2018-10-18 | 14:15 - 17:00 | F143 | Service and Customer Relationship Management | Guest lecturer Peter Lindholm | Kietz Tove |
| 2018-11-13 | 13:15 - 16:00 | F249 | Service and Customer Relationship Management | Re-exam 1 | Kietz Tove |
| 2018-12-14 | 09:15 - 12:00 | B320 | Service and Customer Relationship Management | Re-exam 2 | Kietz Tove |
| 2019-05-28 | 09:15 - 12:00 | D4106 | Service and Customer Relationship Management | Kietz Tove |