Videos
Building Better Business Cases for IT Investments
19.09.2023
Service Management Online Course
Service Management online course provides a toolbox to understand better and analyze recent service management developments.
During the course, you will gain a good understanding of how to
- assess and optimize service quality,
- design effective service recovery measures,
- integrate customers and technology in service delivery,
- assess the future role of artificial intelligence in service,
- develop hybrid offerings in business markets.
For companies, this course represents an effective way to gain new ideas for promoting customer-centric business strategies. For service managers and experts, the course is cost-efficient and flexible to refresh further and extend their service-related knowledge and skills.
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By completing the course, you will get an Aalto EE Service Management certificate worth 0.5 ECTS. |
Video lectures
Online exercises to check your mastery of each theme
Your own schedule and pace
Customer Experiences
“The online video modules were excellent. I really enjoyed the videos with examples at the end.”
“The module was very helpful and gave me lots of ideas and tools to utilize in my daily work.”
Previous participants
Watch the introduction video of the sample module
Benefits
The course is a cost-efficient and flexible way to update your service management know-how. It is also an effective tool to provide selected teams, groups, or departments with a similar level of knowledge. The course allows flexible study patterns.
Get a toolbox to understand better and analyze recent developments in service management
Gain new ideas and tools for developing and optimizing service operations inside the company
For
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.
Contents and Schedule
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.
Instructor: Tomas Falk, Professor of Marketing, Aalto University School of Business
Chapter 1: Foundations of Service Management
- Why Study Services?
- Defining Services
- Products vs. Services
- The 15 Service Management Mantras
Chapter 2: Service Quality Management
- Defining Service Quality
- The GAP-Model
- SERVQUAL
- Electronic Service Quality
- Blueprinting
Chapter 3: Service Recovery Management
- Conceptualizing Service Recovery
- Customer Response Categories to Service Failures
- Principles of Effective Service Recovery Systems
- Service Guarantees
Chapter 4: Service and Technology
- Customers and Self-service Technologies
- Technology Readiness
- Artificial Intelligence in Service
Chapter 5: B2B Services
- Customer Value
- Variants of Hybrid Offerings
- Hybrid Offerings – A Resource and Capability Perspective
- Variants of Hybrid Offerings and the Respective Resources and Capabilities
- Customer Centricity
