Objectives:

Students learn to understand the role of service in modern service organizations from an interdisciplinary perspective. Additionally, the students learn the theoretical framework of service logic for managing service organizations.

Content:

The course includes the basic studies and theories in the field of service management. The focus of the course is on service management, service leadership and on a service strategy.

Modes of study:

A pre-assignment, active participation in the lectures, a group work, a learning diary based on lectures and articles.

Teaching method:

Lectures (18 h), a group work, a learning diary

Previous studies:

The pre-assignment

Time:

Period III, Time period 25.1. -21.2.

25.1.2012, 10 - 13, A4014
31.1.2012, 10 - 14, A4014
7.2.2012, 10 - 14, A4014
15.2.2012, 10 - 14, A4014
21.2.2012, 10 - 13, A4014

ATTENTION! The requisite for attending the course is that the student has returned the pre-assignment before entering the course. Please email the pre-assignment to the lecturer before 18.1.2012. The email address is ritva.hoykinpuro(at)uta.fi.

Pre-assignment:

: Study the following articles:

Kingman-Brundage, J. and George, W.R. and Bowen, D. (1995) "Service Logic": achieving service system integration. International Journal of Service Industry Management, Vol 6, no 6, p 20-39.

Lusch, R. and Vargo S. (2006) Service-Dominant Logic: Reactions, reflections and refinements, Marketing Theory, vol. 6, no.3, p.281-288.

Edvardsson, B., Tronvoll, B. and Gruber, T. (2011) Expanding understanding of service exchange and value co-creation: a social construction approach, Journal of Academy of Marketing Science, vol. 39. p. 327-339.

Write an essay (about 1500 word) on the topic "What is service logic or service-dominant logic?" The essay is based on the readings as well as on your own reflections on the topic.