Form of learning:
Target group and prerequisites
The world's economy is becoming characterized by services. Services dominate the most advanced economies, and the growth of services is projected to continue. Even countries that have historically focused on manufacturing are experiencing rapid service growth. The global phenomenon of significant service growth has led to a growing array of questions regarding the successful management of services.
This online course has been created to provide a practical toolbox for optimizing companies' service operations. It is a flexible way to increase your knowledge, skills, and understanding in service management through interesting video lectures and cases.
The Service Management online course starts by approaching the foundations of service business based on a three-stage model of service consumption. The course then looks at service quality as the central aim of service provision – it discusses the main service quality concepts such as the Gap-model, SERVQUAL, blueprinting, and the Critical Incident Technique, and covers seminal tools for measuring service quality on the Internet. Given the general failure-proneness of service encounters, strategies for designing effective service recovery are also discussed.
Finally, the course presents self-service technologies and artificial intelligence as significant drivers of service innovation. In line with the notion that services should provide customers with real problem solutions, the course illuminates customer value creation as a primary strategic aim. Customer centricity is also discussed as a significant organizational precondition for safeguarding customer value.
After completing the course, you will have better knowledge and skills in service management and new ideas and tools for developing and optimizing service operations.
The program length is about 2 to 3 weeks, following the recommended schedule of 2 to 3 hours per week.