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Course Description
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Course Name
Management of International Services
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Host University
Universidad del Norte
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Location
Barranquilla, Colombia
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Area of Study
Business Administration, Management, Peace and Conflict Studies
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Language Level
Taught In English
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Credits
3 -
Recommended U.S. Semester Credits0
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Recommended U.S. Quarter Units0
Hours & Credits
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Overview
- Descripción de la asignatura.
This course addresses the basics of service management, integrating marketing, human resources and operations strategies needed to co-create value for the various stakeholders included in service ecosystems.
- Justificación.
For the student taking the focused courses in Marketing, it is important to distinguish the interrelationship of the marketing function with the rest of the planned strategies in the management of service business including basically human resources and operations management. It is therefore important to discuss a comprehensive approach to raise, analyze and discuss the challenges of managing service businesses, integrating multidisciplinary strategies to throughout the organization.
- Objetivo general de la asignatura.
Esta asignatura se orientará a:
Guiding students in the understanding, development and application of concepts related to managing service businesses in different national and international contexts in an ethical and responsible manner.
- Temas de la asignatura.
Themes
Sub Themes
In-Class Hours
Independent work (Reading Assignments)
Dates
Week
Weight
GENERAL POLICIES
Code of Ethics, Rules, Classroom Civility Code, Evaluation, Group
Assignation Evaluación
3
Introduction to the methodology, explanation and negotiation of classroom civility code and game rules of the course. Testimonial former students
JAN 26
1
0
UNDERSTANDING SERVICES
(A)
New Perspectives on Marketing in the Service Economy
3
Chapter 1 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
.
FEB 2
2
5
General Categories of Services and Services Marketing Mix
3
Chapter 1 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
FEB 16
3
5
Creating a Leading Service Company
3
Capítulo 2, Lovelock, Reynoso, D’Àndrea, Huete, Wirtz (2011) Administración de Servicios, segunda edición, Pearson.
FEB 23
4
5
(A)GROUP PROJECT UNDERSTANDING SERVICES
MARCH 1
5
10
SERVICES FROMTHE CUSTOMER PERSPECTIVE
(B)
Consumer Participation in Service Consumption
3
Chapter 2 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MARCH 8
6
5
The Service Encounter
3
Chapter 2 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MARCH 15
7
5
Managing Relationships and Building Loyalty
3
Chapter 12 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MARCH 29
8
5
(B)GROUP PROJECT SERVICES FROM THE CUSTOMER PERSPECTIVE
APR 5
9
10
EXPERIENCE AND SERVICE DESIGN
(C)
Positioning Services in Competitive Markets
3
Chapter 3 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
APR 12
10
5
Developing Service Products: Core and Supplementary Elements
3
Chapter 4Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
APR 19
11
5
Designing and Managing Service Processes
3
Chapter 8 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
APR 26
12
5
Crafting the Service Environment
3
Chapter 10 Lovelock, C. and Wirtz J (2011) Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MAY 3
13
5
(C) GROUP PROJECT EXPERIENCE AND SERVICE DESIGN
MAY 10
14
10
MANAGING SERVICE ORGANIZATIONS AND SERVICE QUALITY
(D)
Managing People for Service Advantage
3
Chapter 11 Lovelock, C. and Wirtz J (2011)Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MAY 17
15
5
Improving Service Quality and Productivity
3
Chapter 14 Lovelock, C. and Wirtz J (2011)Services Marketing: People, Technology and Strategy 7/e. Pearson Education USA.
MAY 24
16
5
(D)GROUP PROJECT MANAGING SERVICE ORGANIZATIONS AND SERVICE QUALITY
FINAL EXAM
17
10
Contact the Colombia Program Manager for the complete syllabus.