Intendierte Lernergebnisse
- Applied knowledge at the interface of service and international management.- Analytical skills allowing to structure and solve a complex business problem.- Team-work and presentational skillsThis course‘s content is market-oriented and at the interface of Service Management and International Management. Students will learn the whole process of expanding and iternationalizing a Service Company in a theoretical and practical way. Every useful tool, process and the Framework will be discussed.
Lehrmethodik
- Course slides, discussion and case studies- Work in groups
Inhalt/e
The International Service Management module is developed in recognition of the fact that much of the world economy is dominated by services. Understanding the concepts of effective service management is essential for any student wishing to join and succeed in a service-oriented firm. The theme of the module is based on the understanding that service organizations (e.g. banks, transportation companies, consulting companies, hotels, hospitals, educational institutions, etc.) management require a distinctive approach than manufacturing organizations. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. The module will provide a sound overview of the main theories and concepts in service management. It will differentiate between service production and manufacturing and, in particular, highlight the fact that services are, by definition, co-produced by customers and service provider. The module will also focus on different ways of improving service performance and creating value for customers while avoiding the pitfalls of an exclusive focus on financial indicators. In addition, the module will provide methods and tools to enable graduates to systematically analyse and improve potential gaps in the organisation’s service orientation.
Literatur
Literature will be announced in class.