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

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