Study Guide

Objective

The student understands the characteristics and principles of service management and is able to develop services and manage the service environment of the organisation. The student understands the possibilities of service productisation and has the ability to productise and modularise services.
They will recognise the requirements of multi-channel customer interaction and be able to make extensive use of different communication channels in customer service and service management.

Content

Key concepts
Productisation, modularisation and pricing of services
Service processes in multichannel environments
New service business models
Service quality management
Building a service culture

Evaluation scale

0 - 5

Assessment criteria, approved/failed

The student has returned the course assignments for completion. They are completed to a good standard and demonstrate the student's ability to apply the concepts of service productisation and service business development in practice.
The theoretical background of the course development assignment shows a good level of conceptual use and accuracy. It describes the importance of service business and productisation and the key approaches to business development, and makes sufficient use of relevant source materials.
The development task demonstrates the ability to apply the knowledge base presented to the development of services and service business in a sample company (own workplace) in line with the objectives.
The reflection shows the link between the theoretical analysis and the development component. The student is able to analyse and evaluate in his/her reflection in a sufficiently critical, analytical and comprehensive manner the possibilities for further development and the usefulness of the application component.
The structure and language of the written report will be in accordance with the Kamk guidelines.