Course syllabus

Examiner: Árni Halldórsson, arni.halldorsson@chalmers.se

Course assistant: Andrea Birch-Jensen (PhD Candidate), andrea.birch-jensen@chalmers.se

Lecturers: Ida Gremyr (Professor), Árni Halldórsson (Professor), Andrea Birch-Jensen (PhD Candidate), Frida Smith (Researcher), Jeanette Andersson (Lecturer).

Services have increasingly become a key part of value propositions in a range of private and public sector organisations; this relates both to enhancement of current business models and service innovations. The principles supporting this development can to some extent build further on product- centered logics and frameworks, but new principles are needed to navigate activities that range from service innovation/design, service sourcing/delivery and service improvement. Further, these activities do not take place within the boundaries of the individual organisation, rather, services, and subsequent customer satisfaction, is a result of a co-created activity among different actors, e.g. suppliers, their customers, and end-users. On the backdrop of this, the aim of this course is to provide students with appreciation of service growth and servitization in general, and particular an understanding of key principles, frameworks and theories of developing, delivering and improving services in contemporary organisations, and in their wider service networks.

Learning outcomes

Having successfully completed the course, students will be able to demonstrate knowledge and understanding of principles and practice of service management in contemporary organisations in general, and in particular to:

• Describe and elaborate upon the role and importance of services in contemporary organisations in various sectors

• Describe and explain concepts and assumptions on which service management is based

• Identify and evaluate relevant established and emerging principles, frameworks and theories in service management (covering service innovation/design, sourcing/delivery and improvement)

• Appreciate how societal challenges (e.g. digitalization and sustainability) as well as technological development affects, and is affected by, service management.

• Analyse managerial challenges, and provide a structured solution to these, with clear implications for relevant stakeholders

• Appreciate the role of technology as enabler in service management

Content -- the course focuses on four key themes

1. Role and relevance of service management in contemporary organisations, driving forces of increased servitization, and sustainability of services.

2. Service innovation and –design

3. Sourcing strategies and deliveries in service networks

4. Service improvement

Literature

• Academic journal articles, handouts (slides) from lectures, and other relevant practice- oriented material.

• The ‘Core reading’ referred to below and handouts (slides) from each lecture/seminar/workshop are subject to examination.

• ‘Suggested further reading’ is not part of the examination.

Teaching and learning activities

Lectures, guest lectures, group work, hand-in assignments, seminars, and a learning log.

The course will be delivered as a series of presentations and discussion sessions of theoretical concepts, their implications for managers and application in various contexts. Students are expected to read material and make themselves familiar with key concepts prior to the particular lecture, and prepare for discussions of theoretical concepts and their applicability in a particular situation.

Examination and assessment

Written and oral examination. Grading: Not Passed, 3 (equal or more than 40%), 4 (equal or more than 60%), 5 (equal or more than 80%). Course examinations in total corresponds to 100 points.

Each compulsory course elements must be passed and attended to pass the course overall. Contact the course assistant in advance if you cannot attend any of the compulsory elements.

For students to be eligible to take part in the oral examination, all compulsory elements (except the learning log submission, deadline after the exam) in the course must be passed.

Course Schedule Spring 2020