Single course
Services Design
Content
This course introduces the distinctive design of service industries, service as a product, customer service and derived service and their importance in the economy for both profit and non-profit organizations. Included is the introduction of the gaps model of service quality and a detailed explanation of causes of the gaps and introduces strategies to create a sustainable competitive advantage by managing the gaps. Throughout the course, the importance of technology in the delivery and marketing of services is emphasized.
Objectives
Upon completion of this course students will be able to
• Explain the importance of services design as a distinctive and vital part of success in the current global economy for business.
• Describe the gaps model of services quality and the relationship between customer expectations and customer perceptions of service.
• Develop services design frameworks for understanding customer requirements, building customer relationships, and solving service quality problems.
• Construct and align services design frameworks with customer defined standards.
• Explain the role of management, employees and customers in delivering and performing the service process.
• Identify strategies for alignment of demand and capacity in services business.
• Describe strategies to manage services design promises and the role that pricing plays in services design.
Implementation methods
This course introduces professional service industries, their importance to your career, and to the economy for both profit and non-profit organizations. Students will learn the model of services design. The course methodology allows students to work in teams to apply their learning to a service organization of their choice. Students will apply theory to conduct a services design audit of the chosen service organization and make recommendations for improvement. Students using this experiential learning will better understand how a service can develop a sustainable competitive advantage through services design.
The services design course is designed to implement experiential learning. Face-to-face interaction involves, students working in teams to choose a service organization within the Jyvaskyla region and conduct a Services Design audit. The teaching method allows students to work together and learn more about the Finnish business culture through the lens of the Services design model.
Additional information
More information: [email protected]
The course code is YHGS1007-3005. Use the code to view the course schedule at lukkarit.peppi.jamk.fi. NOTE! Online courses may not have a schedule.
If you are an unemployed jobseeker or an asylum seeker, the studies are free of charge. Studies are also free for people who have fled Ukraine and are in Finland with temporary protection -status. In these cases, you are to make online payment and use the secure email to submit the certificate without delay. After that you will be refunded. Instructions: https://www.jamk.fi/en/apply-to-jamk/jamk-open-university-of-applied-sc…