Course: Service Management

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Course title Service Management
Course code KMO/MANS
Organizational form of instruction Lecture + Seminar
Level of course Master
Year of study not specified
Semester Winter and summer
Number of ECTS credits 3
Language of instruction Czech
Status of course Optional
Form of instruction Face-to-face
Work placements This is not an internship
Recommended optional programme components None
Lecturer(s)
  • Cimler Petr, Doc. Ing. CSc.
  • Tlučhoř Jan, Ing. Ph.D.
Course content
- Basics of service marketing management - Basics of Service Dominant Logic (S-D) - Basics of design thinking approaches in service marketing management - Macroeconomic impact and typology of services - Microeconomic backgrounds of services - Gathering information in the field of service marketing management - Strategic and operative marketing management of services - Processes of service providing - Quality in the services and its management - Resources management at service providers (costs, HR, capacity, organisation) - Pricing of services - Marketing of service providers - Control processes at service providers - Development trends in services Particular topics will be rounded by solving partial practical examples and case studies.

Learning activities and teaching methods
Interactive lecture, Lecture supplemented with a discussion, Multimedia supported teaching, Students' portfolio, One-to-One tutorial, Task-based study method, Individual study, Self-study of literature, Textual studies, Lecture, Practicum
  • Contact hours - 26 hours per semester
  • Graduate study programme term essay (40-50) - 26 hours per semester
  • Preparation for an examination (30-60) - 26 hours per semester
prerequisite
professional knowledge
to describe basic micro- and macroeconomic indicators, structures and relations
to provide basic knowledge of marketing and management
professional skills
to apply basic instruments of marketing management
to use ČSN 690 and 690-2 norms (quotations) in accord to Faculty of Economics standards (University of West Bohemia)
general eligibility
N/A
N/A
learning outcomes
professional knowledge
to interpret the main principles and processes in the management of service providers
to characterize strategic and operative management of service providers
to identify the significance of the tertiary sector of the economy
to describe and explain process and quality management at service providers
to explain various types of service pricing and control processes at service providers
professional skills
to apply basic methods of gathering information at service providers
to apply basic aspects of resources management and marketing at service providers
to apply gained knowledge, methods and procedures in service management to partial tasks when working individually
to discuss real cases examples, analyse texts and elaborate case studies
general eligibility
N/A
N/A
N/A
teaching methods
professional knowledge
Lecture
Lecture supplemented with a discussion
Interactive lecture
Multimedia supported teaching
Textual studies
Self-study of literature
professional skills
Seminar
Task-based study method
Individual study
Students' portfolio
Discussion
One-to-One tutorial
general eligibility
Students' portfolio
Individual study
Textual studies
assessment methods
professional knowledge
Written exam
Portfolio
professional skills
Portfolio
Individual presentation at a seminar
Group presentation at a seminar
general eligibility
Self-evaluation
Individual presentation at a seminar
Group presentation at a seminar
Recommended literature
  • Bieger, Thomas. Dienstleistungs-Management: Einführung in Strategien und Prozesse bei persönlichen Dienstleistungen. utb: Stuttgart, 2007. ISBN 3825229742.
  • Corsten Hans, Gössinger, Ralf. Dienstleistungsmanagement. Oldenbourg, 2007. ISBN 978-3486582376.
  • Fliess Sabine. Dienstleistungsmanagement: Kundenintegration gestalten und steuern. Gabler: Wiesbaden, 2009. ISBN 3834900249.
  • Hazdra, Adam. Skvělé služby : jak dělat služby, které vaše zákazníky nadchnou. 1. vyd. Praha : Grada, 2013. ISBN 978-80-247-4711-8.
  • Hesková, Marie. Teorie, management a marketing služeb. České Budějovice : Vysoká škola evropských a regionálních studií, 2012. ISBN 978-80-87472-25-5.
  • Kostková M.,Němčanský M.,Torčíková E. Management služeb cestovního ruchu. Slezská univerzita v Opavě, 2009. ISBN 978-80-7248-510-9.
  • Lovelock, H. Christopher, Wirtz, Jochen. Services Marketing. Prentice Hall, 2010. ISBN 978-0136118749.
  • Lusch, Robert F.; Vargo, Stephen L. Service-dominant logic : premises, perspectives, possibilities. 2014. ISBN 978-0-521-12432-4.
  • Mlčoch, Lubomír. Institucionální ekonomie. Praha : Karolinum, 2005. ISBN 80-246-1029-9.
  • Parmová, D. Řízení služeb. České Budějovice: JU České Budějovice, 2004. ISBN 80-7040-673-9.
  • Tučková, Zuzana. Ekonomika služeb. Vyd. 1. Praha : Wolters Kluwer Česká republika, 2013. ISBN 978-80-7478-006-6.
  • Vaštíková, Miroslava. Marketing služeb: efektivně a moderně. Praha : Grada, 2008. ISBN 978-80-247-2721-9.
  • Yayici, Emrah. Design thinking methodology book. 2016. ISBN 978-605-86037-5-2.


Study plans that include the course
Faculty Study plan (Version) Branch of study Category Recommended year of study Recommended semester
Faculty of Economics Business Economics and Management (2013) Economy 2 Summer
Faculty of Economics Business Economics and Management (2013) Economy 2 Summer
Faculty of Economics Business Economics and Management (2017) Economy 2 Summer
Faculty of Economics Business Economics and Management (2017) Economy 2 Summer
Faculty of Economics Information Systems Management (2013) Economy 2 Summer
Faculty of Economics Project Management Systems (2013) Economy 2 Summer