Nivå/kategori

Breddstudier

Undervisningsspråk

Engelska

Kurstyp

Valfri

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 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 course the student should pass the following examinations: Examination 1: BookExam on Service Management Examination 2: Team project comparing crm-systems Examination 3: Exercises in online data lab The examinations contribute to the final grade as follows: BookExam 40 % and Team project 35 % Data lab exercises 25% For more information see Itslearning page. MORE DETAILS ABOUT EXAMINATION DURING MANDATORY INTRODUCTION LECTURE.

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