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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 [120] in Management
> Master 120 of arts in Business engineering
> 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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