Services Marketing (5cr)

Objectives (course unit)

The course is aimed to cover the principal aspects of services marketing theory. The course focuses on aspect of managing the services marketing and on the implementation of marketing tools in the service business. The course approach is practical, including exercises and team work.

After completing the course, the student will be able to:

Manage customer requirements related to services.
Design services.
Fulfill service promises.

Content (course unit)

What are the basic characteristics of services and goods?
What are the implications of the characteristics of services for a marketing management point of view?
How to design, deliver and communicate services to the customers?

Exam schedules

First exam during class hours Thursday 21.4. (no enrolment). Resits on general exam days 13.5.(Enroll in Tentti Wilho by 3.5.) and 3.6. (Enroll in TenttiWilho 2.5.-24.5.
Students may upgrade their final grade only by taking resit exam.

Assessment methods and criteria

Course grade is based on a team project in service design + an exam. Attendance in the classes is mandatory - max. 3 absences is accepted for passing the course.

Assessment scale

0-5

Teaching methods

Contact teaching, co-operative learning.
Practical case study as a group work.

Learning materials

Main textbook: Polaine - Lovlie - Reason 2013: Service Design - from Insight to Implementation
Other materials will be introduced in the class.

Student workload

The course is 5 cr which means a total of 135 hours of student work, out of which about 35 hours will be contact teaching.

Content scheduling

A detailed course syllabus will be introduced on the first lesson and can also be found in course Tabula.

Completion alternatives

None

Practical training and working life cooperation

The service design project will concern the development of Campusravita restaurant services.

Further information

The course starts on Tuesday March 8th at 11:15 in Class C2-10 with course introduction. Presence is absolutely necessary. During the course the student teams will need a laptop in the classes.
Teacher contact info:
Tuula Andersson
tel. +358 40 800 4271

Assessment criteria - fail (0) (Not in use, Look at the Assessment criteria above)

Student has not achieved the objectives of the course even on a sufficient level. He/she is not able to recognize, determine and use the concepts and models of services marketing.
The team project is not accepted and/or the student has not been active in participating the teamwork and/or the student has missed more tha 3 classes.

Assessment criteria - satisfactory (1-2) (Not in use, Look at the Assessment criteria above)

Student has achieved the objectives of the course sufficiently. Student understands the premises and principles of services marketing. Student recognizes, is able to determine and use the concepts and models of services marketing.
The grade of the team case remains on the level 1 - 2 and/or the student has not been active in participating the teamwork.

Assessment criteria - good (3-4) (Not in use, Look at the Assessment criteria above)

Student has achieved the objectives of the course well although the skills and competences are somewhat in need of further development. Student is able to determine and apply the concepts and models of services marketing well and is able to conduct reasoned analysis. The grade of the team case is 3 - 4.

Assessment criteria - excellent (5) (Not in use, Look at the Assessment criteria above)

Student has achieved the objectives of the course excellently. The student masters the concepts and models of services marketing in an excellent manner. Student is able to conduct fluent and reasoned analysis and has good capabilities to apply the learning. The grade of the team case is 4 - 5 and the individual contribution in the class and team have been especially active.