Service Management "Development and Design of Service Companies"(E)

level of course unit

First Cycle

Learning outcomes of 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
• To develop an understanding of the “state of the art”
service management thinking.
• To promote a customer service-oriented thinking.

prerequisites and co-requisites

Basic knowledge of accounting

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
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

assessment methods and criteria

Final written examination

language of instruction


number of ECTS credits allocated


planned learning activities and teaching methods

Case studies, lecture, team work, presentations

semester/trimester when the course unit is delivered


name of lecturer(s)

Prof. (FH) Dr. Alexandra Brunner-Sperdin

year of study


recommended optional program components


course unit code


type of course unit

integrated lecture

mode of delivery


work placement(s)

not applicable

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