Nivå/kategori

Breddstudier

Undervisningsspråk

Engelska

Kurstyp

Valfri

Cykel/nivå

Yrkeshögskoleexamen

Rekommenderat studieår

3

Omfattning

5 sp

Kompetensmål

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

Läranderesultat

Once you have completed the study unit you will
have?

  • define the Service Management and Customer
    Relationship Management (CRM) disciplines
    (knowledge)
  • 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
    (attitude)
  • handle the functions of CRM systems on a basic
    level (skill)​

Innehåll

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

Förkunskaper

Marknadsföringens grunder

Kursen ersätter följande kurser

AB‑2‑013 (0) Service and Customer Relationship
Management/Service Management and CRM
INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring

INTERNATIONAL BUSINESS 2018 - Sales and Customer
Management
FÖRETAGSEKONOMI 2017 (MARKNADSFÖRING) -
Marknadsföring

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 - 40 timmar
  • Praktiska övningar - 25 timmar
  • Basgruppsarbete - 35 timmar
  • Projekt- och produktionsarbete/konstnärlig verksamhet - 35 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 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
lab

MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.

Lärare

  • Kietz Tove
  • Nyberg Janne

Examinator

Kietz Tove

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 studieplanssökning