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040016 KU Service Science (MA) (2021S)

4.00 ECTS (2.00 SWS), SPL 4 - Wirtschaftswissenschaften
Continuous assessment of course work

Die Lehrveranstaltung wird asynchron abgehalten. Die Vorbesprechung findet synchron am 9.3. statt.


Note: The time of your registration within the registration period has no effect on the allocation of places (no first come, first served).


max. 40 participants
Language: English


Classes (iCal) - next class is marked with N

The course will be held in the form of a video lecture with asynchronous videos. This means that you will learn the content with the help of short videos that you can access at any time via Moodle.

Please come to the first class session on March 9, 1:15-2:00 p.m. Project groups will be formed during this meeting.

The online exams (Moodle) will be held at the following times:
Midterm exam: Fri, April 23, 8:30-9:05 p.m.
Final exam: Fri, June 18, 8:30-9:05 p.m.

Tuesday 09.03. 13:15 - 14:00 Digital
Tuesday 29.06. 15:00 - 16:30 Digital


Aims, contents and method of the course

This course is designed to explore the various dimensions of service management and to prepare students for management opportunities in service firms, which represent the fastest-growing sector of the economy. The course will study service management from an integrated viewpoint. The material will integrate operations, strategy, marketing, information technology, and organizational issues.
The specific objectives of the course are:
• To identify special characteristics of service management and compare them with those of manufacturing management.
• To develop an understanding of the "state of the art" of service management thinking.
• To integrate the knowledge gained in other courses (both e-business courses and general management courses) into the area of service management.
• To appreciate the organizational significance of managing the service encounter
• To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.
The role of services in the economy
Service strategy
New service development
The service encounter
Supporting facility and process flows
Service quality
Process improvement
Managing service operations
Demand and capacity management
Managing waiting lines
Teaching methods:
The course will be held in the form of a video lecture with asynchronous videos. This means that you will learn the content with the help of short videos that you can access at any time via Moodle. In addition, there will be online consultation hours where I will be available to answer your questions about the course content and assignments.

Assessment and permitted materials

The final grade will be based on a midterm and final exam as well as various written assignments (mini projects).
Breakdown of the grade:
Midterm exam (online) 35%
Final exam (online) 35%
Assignments 30%

Minimum requirements and assessment criteria

The following grading system is used:
87.5% - 100% = “Sehr gut” (1) - Excellent
75% - 87% = “Gut” (2) - Good
62.5% - 74.5% = “Befriedigend” (3) - Fair
50% - 62% = “Genügend” (4) - Satisfactory
Below 50% = “Nicht Genügend” (5) - Fail

Examination topics

The exams are based on the lecture videos and written materials published on the course website (Moodle).

Reading list

Bordoloi, S., Fitzsimmons, J. and Fitzsimmons, M., 2019. Service Management. 9th ed. New York: McGraw-Hill Education.
Gemmel, P., Looy, B. and Dierdonck, R., 2013. Service Management. 3rd ed. Harlow, England: Presidio Pr.
Daskin, M., 2010. Service Science. New Jersey: John Wiley.

Association in the course directory

Last modified: We 30.06.2021 09:48