Management of International Services

Universidad del Norte

Course Description

  • Course Name

    Management of International Services

  • Host University

    Universidad del Norte

  • Location

    Barranquilla, Colombia

  • Area of Study

    Business Administration, Intercultural Management, International Business, International Management, Management Science

  • Language Level

    Taught In English

    Hours & Credits

  • Credits

    3
  • Recommended U.S. Semester Credits
    0
  • Recommended U.S. Quarter Units
    0
  • Overview

    1. 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.

    1. 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.

    1. 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.

    1. 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.