Course Syllabus

course unit title „Services Management: Development and Design of Service

Companies”
course unit code IP_Summer Semester
type of course unit (compulsory, Optional
optional)
level of course unit (e.g. first, second First cycle
or third cycle; sub-level if applicable)

year of study (if applicable) 1. year of studies

semester/trimester when the course Summer semester
unit is delivered
number of ECTS credits allocated 3 ECTS
name of lecturer(s) Prof. (FH) Dr. Alexandra Brunner-Sperdin
learning outcomes of the course unit The objectives of this module are:
• To provide an in-depth insight in managing and delivering
quality services.
• Participants will be introduced to and have the opportunity
to work with tools and strategies that address these
challenges.
• To develop an understanding of the “state of the art”
service management thinking.
• To promote a customer service-oriented thinking.
mode of delivery (face-to-face, Face- to-face
distance learning) 8 • Come to each class well prepared to be able to discuss
the required readings and assigned cases in detail.
• Actively participate in lectures as much of the learning will
come from discussions during class.
• Internalize the concepts covered in the course and be able
to creatively use them in an applied context. This course is
all about understanding and application to the real world.
prerequisites and co-requisites Basic knowledge of accounting
recommended optional programme not applicable
components 9
course contents Introduction into the basic principles of service management
with special emphasis on service marketing. Further contents
are development of service concepts, service strategy,
communicating and positioning services in competitive
markets.
Critical discussion of ongoing service and tourism
development and activities by case studies.
recommended or required reading • Lovelock, Christopher and Jochen Wirtz (2011), Services
Marketing – People, Technology, Strategy. 7th ed., Upper
Saddle River, New Jersey: Prentice Hall.
• Required readings and assigned cases will be provided
planned learning activities and Case studies, lecture, team work, presentations
teaching methods
assessment methods and criteria Final written examination
language of instruction. English
work placement(s) 10 not applicable
8
Indicate whether the course is delivered face-to-face or through distance learning (or a combination of both)
9
Indicate any courses (programme components) that are recommended to students beyond their compulsory curriculum to allow them to
complement their study programme
10
Indicate if the course consists of / contains a compulsory or optional work placement