Finance and economics
Service Management
Price
200€
Workload
Up to 12 Hours
Type
Self-paced online
Languages
English
Tomas FalkTomas Falk Ph.D. Professor of Marketing, Aalto University School of Business in Finland
Adjunct Professor of Consumer Behavior & Marketing, EBS Business School in Germany
Dr. Tomas Falk is a Professor of Marketing at Aalto University School of Business, Finland. His research interest and expertise focuses on service quality management, self-service technologies, and mobility as a service. Dr Falk´s research has been published in journals such as Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research, Journal of Business Research, and Strategic Management Journal.
He has won several research awards, including an Overall Best Paper Award of the American Marketing Association. Dr. Falk has worked on consulting projects with companies such as BASF, BMW, ConCardis, Deutsche Post WorldNet, Fraunhofer Institute for Systems and Innovation Research, Heraeus, Roche Diagnostics, SAP, and Sapient. His current research activities explore issues such as customer co-creation, self-service technologies, and peer-to-peer carsharing. Tomas Falk holds a Ph.D. Degree from the University of Mannheim, Germany.
The course is designed for managers and experts looking for a conceptual toolbox for service management.
The course offers an effective way to gain new ideas for promoting customer-centric business strategies.
To provide you with effective tools for optimizing your service operations, the course starts with approaching the foundations of service business. To capture service quality as a major aim of service provision, the online course discusses prominent service quality concepts and covers seminal tools for measuring service quality. The course also discusses strategies for effective service recovery and introduces self-service technologies and artificial intelligence as major drivers of service innovation.
You will also identify co-creation as an emerging trend in service innovation management. The course illuminates customer value creation as a major strategic aim of business operations. In addition, customer-centricity is introduced as a major organizational precondition for safeguarding customer value.
The estimated study time of the course is 12 hours. The course allows flexible study patterns; you can decide on your schedule and the speed of your progress. The recommended study schedule is 2-3 hours per week for 3-4 weeks.
Module 1:
Foundation of Service Management
Module 2:
Service Quality Management
Module 3:
Service Recovery Management
Module 4:
Service and Technology
Module 5:
B2B Services