Services research [ NELMS2416 ]
5.0 crédits ECTS
30.0 h
2q
| Language |
English
|
Place
of the course |
Namur
|
| Prerequisites |
Knowledge in marketing
|
| Aims |
The contribution of this Teaching Unit to the development and
command of the skills and learning outcomes of the programme(s) can be
accessed at the end of this sheet, in the section entitled
“Programmes/courses offering this Teaching Unit”.
|
| Evaluation methods |
Class participation+ presentation of scientific article 30%
Project Oral presentation 20%
learning report 10%
Project Final report 40%
|
| Teaching methods |
In the course you will learn about service and the difference with other sectors. You will learn about issues in service sector (e.g.: measuring performance, quality, and innovation, governance.....). You will also learn how researcher have begun recently to study service from a variety of perspectives and discipline (social sciences, cognitive science, management, ....) to address above mentioned problems. You will understand how interdisciplinary research might be effective in studying and understanding services systems. You will also be able to have an informed and intelligent conversation about the nature, about measurement, innovation and behaviour governance in service.
|
| Content |
Scientific articles on hot topics related to services marketing, management and innovation.
Book: Services Marketing, By Wilson, Zeithaml and Bitner, Mc Graw Hill.
|
| Bibliography |
Service Dominant Logic
SERVQUAL, E-SERVQUAL, M-SERVQUAL
SST (Self-Service Technology)
TAM (Technology Acceptance Model)
Loyalty Battery
servicescape (le paysage de service)
the moment of truth, service encounter
The service experience
New Service Development ( services innovation)
Human Resource Management
Services Science (IBM)
|
Cycle et année
d'étude |
> Master of arts in Business engineering
> Master [120] in Management
> Master in Management, Teaching Focus
> Master [120] in Management, Professional Focus
> Master [120] in Business engineering, professional focus
|
Faculty or entity
in charge |
> EAFN
|
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