Service Management

Code:

ESG0029

Acronym:

GS

Keywords
Classification	Keyword
OFICIAL	Economics

Instance: 2023/2024 - 1S

Active?	Yes
Responsible unit:	Department of Industrial Engineering and Management
Course/CS Responsible:	Master in Services Engineering and Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
MESG	27	Syllabus since 2007/08	1	-	6	42	162

Teaching language

English

Objectives

This course unit aims to put students in contact with the main concepts of service management, providing them with an integrated view of the processes of services management, and strategic management, in supporting the development of competitive advantages. The course unit has a theoretical and practical nature, combining the theoretical basis for its application to the study of cases of companies and the carrying out of work.

Learning outcomes and competences

Students should be able to:

1. Develop skills in the use of a set concepts, methods and tools for Service Management in order to develop competitive advantages.
2. Understand value co-creation process.
3. Understand and explore how information technology can be an enhancer on Service Management and value co-creation. 
4. Improve teamwork skills and communication. 
5. Develop capabilities for applying service management methods and tools in the analysis of firms and identify potential improvements.
6. Understand the components of a business model and how they work together to create, deliver, and capture value.

Working method

Presencial

Program

1. FUNDAMENTAL CONCEPTS OF SERVICE MANAGEMENT
1.1. The management and the role of manager
1.2. The evolution of management
1.3 The emergence of service economy
1.4 The nature of services and their distinctive aspects
1.5 Service Dominant Logic

2. STRATEGIC MANAGEMENT OF SERVICES
2.1. Strategic management and competitiveness
2.2. The process of strategies development
2.3. Competitive strategies

3. SERVICE MANAGEMENT
3.1 Services technology
3.2 Services quality
3.3 Service Innovation

Mandatory literature

James A. Fitzsimmons and J. Fitzsimmons; Service Management: Operations, Strategy, Information Technology, 7ed, McGraw-Hill, 2011. ISBN: 0073403350
Valarie Zeithaml, Mary Jo Bitner, Dwayne Gremler; Services Marketing: Integrating Customer Focus Across the Firm, McGraw-Hill, 2012. ISBN: 9780071086967
Gerry Johnson, Richard Whittington, Kevan Scholes; Exploring strategy. ISBN: 978-0-273-73702-0

Complementary Bibliography

Arthur A. Thompson, Jr., A. J. Strickland III, John E. Gamble; Crafting and Executing Strategy. ISBN: 978-0-07-110756-3
Michael A. Hitt, R. Duane Ireland, Robert E. Hoskisson; Strategic management. ISBN: 0-324-22713-2
Christopher Lovelock, Jochen Wirtz; Services marketing. ISBN: 0-13-611874-7

Teaching methods and learning activities

Lectures will focus on the fundamental management concepts and tools, which provide the basis for the applied work.
Practical work will focus on case study analysis and discussion, with two types:
a) Class case study discussion in class of cases made available the previous week, with no evaluation;
b) Three case study analysis, report and discussion in class, which will count for the frequency evaluation. 

keywords

Social sciences > Economics > Marketing
Social sciences > Economics > Management studies

Evaluation Type

Distributed evaluation with final exam

Assessment Components

Designation	Weight (%)
Exame	45,00
Participação presencial	10,00
Trabalho escrito	45,00
Total:	100,00

Amount of time allocated to each course unit

Designation	Time (hours)
Elaboração de projeto	40,00
Estudo autónomo	50,00
Frequência das aulas	39,00
Trabalho escrito	33,00
Total:	162,00

Eligibility for exams

Students are required to complete a group assignment :
Analysis and discussion of 3 cases studies:

• 45% of final grade - prsentattion and discussion of 3 cases studies
• 10% individual participation in classes and class quizzes 

The individual frequency evaluation may vary between -2 and +2, according to the results of the inter group evaluation

Minimum classification of  7,5 out of 20 in each of the evaluation components.

Calculation formula of final grade

Final grade = 0,45* (analysis and discussion of 3 case studies)+ 0,10*(individual participation in classes) +0,45* exam.

Students who fail to participate in case discussion will have zero in their discussion evaluation, which represents 50% of the case study evaluation.

The classification of the individual continuous assessment of each element of the working group may vary between -2 and +2 values according to the results of the inner work group assessment.

Minimum classification of  7,5 out of 20 in each of the evaluation components.

Examinations or Special Assignments

In special the final classification will be obtained through the following procedures:
1. Carry out an individual assignment defined by the professor;
2. Attend an oral exam about the theme of the assignment or other themes which the professor deem necessary.
4. Do a written exam

final grade= 0.50*( assignment presentation and report) + 0.5*(exam grade)

A minimum grade of 7.5 out of 20 is required in each of the assessment components.

Special assessment (TE, DA, ...)

Similar to ordinary students.
The presence during assignment presentations and participation in discussion is mandatory for all students.

Classification improvement

The classification improvement of the exam follows FEUP'S regulations.