Kursen ingår i dessa läroplaner och studiehelheter
Kursens undervisningsperiod
3 (2022-01-01 till 2022-03-13)
Nivå/kategori
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 Customer Relationship Management (CRM).
Läranderesultat
At the end of the course the student is expected
to be able to:
- understand the Service Management and Customer
Relationship Management (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
Mer information
WE WILL APPLY BLENDED LEARNING: HYBRID OR FULLY
ONLINE LECTURES IN 2022.
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
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE.Examination 1: BookExam on
Service Management
Examination 2: Team project comparing crm-systems
Examination 3: Exercises in online data lab
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE. Examination 1: BookExam on
Service Management
Examination 2: Team project comparing crm-systems
Examination 3: Exercises in online data lab
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE. Examination 1: BookExam on
Service Management
Examination 2: Team project comparing crm-systems
Examination 3: Exercises in online data lab
MORE DETAILS ABOUT EXAMINATION DURING MANDATORY
INTRODUCTION LECTURE. WE WILL APPLY BLENDED
LEARNING: HYBRID OR FULLY ONLINE LECTURES IN 2022.
Lärare
- Kietz Tove
- Nyberg Janne
Examinator
Kietz Tove
Kursens hemsida
Antal kursplatser
Ingen begränsning (28 studenter anmälda)
Delprestation i kraft till
12 månader efter kursens slutdatum
Kursanmälningstid
2021-12-22 till 2022-01-06
Examinationsformer
- Tentdatum meddelas senare - Tentamina
- Datum meddelas senare - Rapporter och produktioner
Datum | Tid | Rum | Titel | Beskrivning | Organisatör |
---|---|---|---|---|---|
2022-01-14 | 14:00 - 16:30 | Service Management and CRM | Recorded Introduction lecture available in Itslearning 14.1.-16.1. (mandatory to listen to before 1st lecture on Monday 17.1.) | Kietz Tove | |
2022-01-17 | 09:30 - 12:00 | Service Management and CRM | https://arcada.zoom.us/j/61834328106?pwd=SWJndURkZnJDaWkvY2h5VVExQUM5QT09 Meeting ID: 618 3432 8106 Passcode: 899953 | Kietz Tove | |
2022-01-21 | 14:00 - 16:30 | Service Management and CRM | Kietz Tove | ||
2022-01-24 | 09:30 - 12:00 | Service Management and CRM | Kietz Tove | ||
2022-01-31 | 09:30 - 12:00 | Service Management and CRM | Book Exam in Itslearning | Kietz Tove | |
2022-02-25 | 14:00 - 16:00 | E385 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/66451066502?from=addon | Nyberg Janne |
2022-03-03 | 13:15 - 15:45 | Service Management and CRM | Re-exam 1 | Kietz Tove | |
2022-03-04 | 14:00 - 16:00 | E385 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/65966507533?from=addon | Nyberg Janne |
2022-03-09 | 13:00 - 15:00 | E383 | Service Management and CRM | Join Zoom Meeting https://arcada.zoom.us/j/69675415500?from=addon | Nyberg Janne |
2022-03-29 | 09:30 - 12:00 | Service Management and CRM | Re-exam 2 | Kietz Tove |