Nivå/kategori

Yrkesstudier

Undervisningsspråk

Engelska

Kurstyp

Obligatorisk

Cykel/nivå

Yrkeshögskoleexamen

Rekommenderat studieår

3

Omfattning

5 sp

Kompetensmål

The aim with the course is that the student will understand the central concepts and models of service management and CRM.

Läranderesultat

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

Innehåll

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

Förkunskaper

Introduction to Marketing Marknadsföringens grunder

Litteratur

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

Studieaktiviteter

  • Föreläsningar - 16 timmar
  • Praktiska övningar - 12 timmar
  • Projekt- och produktionsarbete/konstnärlig verksamhet - 60 timmar
  • Självstudier - 45 timmar
  • Tentamen - 2 timmar

Arbetsbelastning

  • Kursens totala antal arbetstimmar: 135 timmar
  • Varav självstyrda studieformer: 135 timmar
  • Varav schemalagda studier: 0 timmar

Undervisningsform

Närundervisning

Examinationsformer

  • Tentamina (skriftliga-, muntliga-, hem-)
  • Essä, rapporter, produktioner och portfolio

Examinationskrav

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.

Lärare

  • Kietz Tove
  • Nyberg Janne

Examinator

Kietz Tove

Kursens hemsida

https://arcada.itslearning.com/

Antal kursplatser

Ingen begränsning

Delprestation i kraft till

12 månader efter kursens slutdatum

Examinationsformer

  • Tentdatum meddelas senare - Tentamina
  • Datum meddelas senare - Rapporter och produktioner

Kurs- och studieplansökning