Service Management
- Credits: 7
- Ending: Examination
- Range: 2P + 2C
- Semester: summer
- Year: 1
- Faculty of Commerce
Teachers
Included in study programs
Teaching results
The aim of the study of this subject is to acquire the knowledge, competencies and skills necessary for their successful use in the processes of service company management at the level of basic and middle management.
Knowledge
The student will understand the specifics of services and their impact on the management of service companies and the use of business models. They will gain knowledge about the principles of customer care and the effects of tools to support customer loyalty, as well as the parameters of service quality. Within human resources management, he will understand the process of developing the work capacities of individuals and teams. Has knowledge of the specifics of traffic management in a service company with an emphasis on sustainability.
Skills
The student will be able to apply the theoretical instruments of service management in the process of critical evaluation of the situation and in designing solutions in the practice of service company management. He will be able to create working groups, manage them and work in a team. Can use selected methods to enhance one's own work performance. Can identify the competencies and competencies of the job position. Can use the methodology to assess the satisfaction of internal and external customers and propose appropriate measures and tools for improvement.
Competences
The acquired competencies will enable the student to identify as well as fulfill the conceptual and operational goals of management in the environment of service production in a creative way. He is able to apply soft personnel skills in the process of producing a personalized service. He has the basic professional, managerial and social competencies for solving tasks within the management of a service company.
Indicative content
Theoretical basis of service management. Service-dominant logic. Position and driving forces of services. Business models and strategies in services. Information and information systems in services. Service production process and productivity. Human resources management in services. Customer relationship management in services. Measuring performance in the service company and customer satisfaction. Service operation management. Creative process of service production. Communication, culture and ethics in service management. Principles of sustainable development in service management.
Support literature
Základná literatúra:
KUBIČKOVÁ, Viera a kol. Manažment služieb. 1. vyd. Bratislava: Vydavateľstvo EKONÓM, 2021. 100 s. ISBN 978-80-225-4878-6.
Odporúčaná literatúra:
BRYSON, John et al. Service Management. Theory and Practice. 1st Editon. Palgrave Macmillan, 2020. 287 p. ISBN 978-3-030-52060-1.
HAKSEVER, Cengiz - RENDER, Barry. Service And Operations Management. 1st Editon. World Scientific Publishing Company, 2018. 692 p. ISBN 9813209461, 9789813209466.
KRAVČÁKOVÁ, Gabriela – BERNÁTOVÁ, Dominika. Manažment ľudských zdrojov. 2. vyd. Košice: Vydavateľstvo ŠafárikPress, 2020. 217 s. ISBN ISBN 978-80-8152-952-8
KUBIČKOVÁ, Viera. Manažment služieb – prípadové štúdie. 1. vyd. Bratislava: Vydavateľstvo EKONÓM, 2021. 96 s. ISBN 978-80-225-4877-9.
Syllabus
1. Theoretical basis of service management. Main concepts of management. 2. Services as economic activities and products. Properties of services and their consequences. Service-Dominant Logic approach. Development trends in market services. 3. Service production process and productivity. Value chain of services. 4. Business models and strategies in services. Company goals, management goals, integrated planning system. 5. Organization and control in the management of service companies. 6. Information and information systems in services, digitization, managerial decision making. 7. Management of human resources in services. Employee competencies, competencies, job positions. Development of soft skills. 8. Customer relationship management in services. Quality in services. The position of "prosumer". Personalization of services. 9. Measurement of performance in the service company and customer satisfaction. Client loyalty, client value. 10. Management of the operation of the service company, supply and demand management. 11. Creative process of production of services. Product and process innovations in services. 12. Communication, culture and ethics in service management. 13. Principles of social responsibility in service management.
Requirements to complete the course
Semester work, team work, written exam
Seminars 40%, of which:
Semester work 25%
Elaboration and presentation of a case study
in the team 15%
Final written exam 60%
Student workload
Total student workload:182 hours. Of this:
Attendance at lectures: 26 hours
Attendance at seminars: 26 hours
Preparation for seminars: 13 hours
Elaboration of a case study in the form of team cooperation: 20 hours
Preparation of semester work: 51 hours
Preparation for the exam: 46 hours
Language whose command is required to complete the course
Slovak language, English language
Date of approval: 09.02.2023
Date of the latest change: 27.02.2024