Course syllabus
Service Management for Construction and Facilities, IBY015, 2019
- Purpose, learning objectives
The course aims to provide a basic understanding of the principles of specifying and producing services. There is an emphasis on services related to construction and facilities, e.g. Facilities Management, FM. The course views built environment as a resource/facility/enabler and not as a product. This forms the basis for the service logic approach that is adopted on real estate and facilities.
- Examiner and staff
Examiner: Göran Lindahl, goran.lindahl@chalmers.se
Teacher and co-examiner: Markus Fellesson, markus.fellesson@kau.se
Course admin: Jennie Bergqvist, jennie.bergqvist@chalmers.se
- Course literature
The course book is:
[1] Skålén, P. (2016) Service Logic. Studentlitteratur: Lund.
The following papers/texts are also a part of the course literature, and are in some cases related to lectures.
Course as a whole, Service perspectives
[2] Gann, D.M. & Salter, A.J. (2000) Innovation in project-based, service-enhanced firms: the construction of complex products and systems. J. of Research Policy, No. 29, 2000.
[3] Grönroos, C. (2011) A service perspective on business relationships: The value creation, interaction and marketing interface. Journal of Industrial Marketing Management, 40(2011), 240-247.
Value creation and the service scape
[4] Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees. the Journal of Marketing, 57-71.
[5] Vargo, S.L., Maglio P.P., and Akaka, M.A. (2008) On Value and Value Co-creation: A Service Systems and Service Logic Perspective. European Management Journal, 26, 145-152.
Servitization and service business models
[6] Barquet, A. P. B., de Oliveira, M. G., Amigo, C. R., Cunha, V. P., and Rozenfeld, H. (2013). Employing the business model concept to support the adoption of product–service systems (PSS). Industrial Marketing Management, 42(5), 693-704.
[7] Heskett, J.L., and Schlesinger, L. A. (1994) Putting the service-profit chain to work. Harvard business review 72.2: 164-174.
[8] Chowdhury, I.N., Gruber, T, & Zolkiewski, J. (2016) Every cloud has a silver lining — Exploring the dark side of value co-creation in B2B service networks. Journal of Industrial Marketing Management, 55(2016), 97-109.
Facilties Management
[9] Jensen, P.A., Sarasoja, A.L., Van der Voordt, T. & Coenen, C. (2013), How can Facilities Management add value to organisations as well as to society? Conference paper. Brisbane, Australia: CIB World Building Congress, 5-9 May 2013.
[10] de Valence, G. (20xx) The FM Industry and Adding Value for Clients. Conference paper. Brisbane, Australia: CIB World Building Congress, 5-9 May 2013.
[11] Facilities Management and Corporate Real Estate Management as Value Drivers (2016) Facilities Management and Corporate Real Estate Management as Value Drivers
[12] Igal M. Shohet, Sarel Lavy, (2004) “Healthcare facilities management: state of the art review”, Facilities, Vol. 22 Issue: 7/8, pp.210-220,
https://doi.org/10.1108/02632770410547570
[13] Linda Tay, Joseph T.L. Ooi, (2001) “Facilities management: a “Jack of all trades”?”, Facilities, Vol. 19 Issue: 10, pp.357-363, https://doi.org/10.1108/EUM0000000005534
Additional literature
In addition to the course book, a literature list for further reading and other documents will be made available on the course web page/pingpong.
The students are recommended to read actively and create an individual understanding of the course subject. The students are also strongly recommended to search for and share in class other and complementing literature.
Suggested additional reading:
[14] Gustafsson, A., Kristensson, P., Schirr, G.R. & Witell, L. (2016) Service Innovation. Business Expert Press, New York.
[15] Heskett, J.L., Sasser, W.E. & Schlesinger, L.A. (1997) The service profit chain – how leading companies link profit, growth to loyalty, satisfaction and value. Free Press, New York.
4. Development of course
The course has developed from previous year with an increased focus on Service Management, Service Innovation as well as Facilities Management, FM. For 2019 FM and asset management is an added focus.
5. Assignment and tasks
Assignment 1, literature seminar
Open examination in class, workshop format, based on course literature. The task is to read and prepare oneself to actively discuss concepts from the course literature. The session is in the schedule on November 28th and is compulsory. If a student cannot attend there will be a complementing assignment to do.
Assignment 2, group assignment.
Innovate resource integration and value creation in service eco systems – the case of the construction sector
The assignment is to apply the approach and perspectives in the course literature on organizations active in the construction sector. The groups shall apply the core concepts of the course literature to describe the current state in the studied organization and also propose ideas for further possibly innovative development. The core concept here being; Service Logic, Value co-creation, Resource integration, Facilities Management and Service Eco System. In short, how can these concepts be used to describe and develop the business are studied.
Students will be assigned to groups that shall study a case. Group and focus/type of organization below:
Group 1, Contractor (Skanska, PEAB or similar)
Group 2, Consultant (Sweco, WSP or similar)
Group 3, Housing company, company letting apartments (Stena fastigheter, Familjebostäder or similar)
Group 4, Office company, company letting office space (Vasakronan or similar)
Group 5, Service company, Facilities Management (ISS, Sodexho or similar)
Group 6, Hotel real estate company, (Pandox, Pangea, Scandic or similar)
Group 7, Retail real estate owners (Atrium-Ljungberg, Skandia or similar)
Group 8, University facility owners (Akademiska Hus, Chalmersfastigheter or similar)
The assignment shall be presented in a report of 10-12 pages and to the other students in a 30-minute presentation on December 12th. The report shall describe the basis for what you present. The report and presentation to be sent to course examiner on December 14th.
The following formats apply:
- The report shall be format MS Word, 12pt Times with a first page stating the students name
- File name must be IBY015_ass1_family name, e.g. IBY015_ass3_Fellesson
- Presentation should be MS Power point.
Participation at the presentations is compulsory. It is aimed to be an active day with workshop activities included where we discuss what has been presented.
Assignment 3, Individual assignment
This assignment is a written comment and reflection on course lectures (not introduction). The text shall be sent to the examiner not later than January 12th. The student shall:
- Comment the content presented, what was it about, around 150-200 words/lecture.
- Reflect on how the content relates to and affects your view on the construction sector as a service supplier, around 150-200 words. FM
- Once all lectures are commented, the student shall add a comment to the whole course on how it relates to ideas on future career, 200-300 words
- The format is MS word, 12pt Times with a first page stating the students name
- File name must be IBY015_ass3_family name, e.g. IBY015_ass3_Fellesson
6. Examination and grades
Examination is based on the following:
- Written exam based on course literature and lectures. Out of 40p maximum, 20p is needed to pass, 30p equals grade 4 and 36p equals grade 5.
- Assignment 1. Participation at literature workshop. Compulsory and graded fail/pass.
- Assignment 2. Project group assignment on Service Profit Chain. Compulsory and graded fail/pass.
- Assignment 3. Individual assignment based on lectures. Compulsory and graded fail/pass.
Grades for the course is Fail (U), 3, 4 and 5
Written exam and assignments have to be completed to get course grade.
Course summary:
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