Kursen ingår i dessa läroplaner och studiehelheter

Kursens undervisningsperiod

3 (2022-01-01 till 2022-03-13)

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 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
Rumsbokningar
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

Kurs och studieplanssökning