School

Economics & Social Sciences

Department

Business Administration

Level of Studies

Undergraduate

Course code

405

Semester

4^ο

Course title

Services Management

INDEPENDENT TEACHING ACTIVITIES

Weekly teaching hours
-

ECTS

4

5

Type of course

mandatory/general background

Prerequisite course

–

Language of instruction and exams

Greek

The course is offered to Erasmus students

Όχι

Course URL

Learning outcomes

The purpose of the course is to present how businesses design, implement and offer services. Services are an ever-increasing part of overall economic activity, while at the same time the "science of services" is constantly evolving. Management in services plays a critical role, while it is now necessary to study the special characteristics of services and their extremely wide variety, which is a challenge for management science today.

The student should be able to:

Define the company's strategy in the provision of services and to develop the marketing mix specifically for the services.

Design the desired service using process definition methodologies.

Analyze its special characteristics.

Implement the service.

Measure service performance.

Recognize the inherent issues and modern challenges of the Administration in the context of a wide range of services provided.

General Skills

The course aims to familiarize students with:

• service design processes in various application fields,
• the investigation of the most modern management methods in the service sector,
• developing the ability to analyze the main problems of Service Management in the context of group collaborations and enriching the students' experiences with relevant real examples and cases that incorporate practical analyzes of service management activities,
• evaluating the adaptation of business ideas and service ventures to the new financial situations,
• developing a critical and well-grounded approach to the key issues of Service Management,
• generating new research ideas.

The content of the course includes the following main thematic sections:

1. Introduction to Service Delivery Systems – Examples of Service Delivery Systems
2. Introduction to Services Management
3. Service Delivery Strategies – Analysis of Internal and External Environment of a Service Delivery Business
4. Services, customer needs, customer service and shaping the customer experience
5. Operations strategy and performance objectives in service delivery systems
6. Process and service planning functions
7. Productivity in services
8. Service Evaluation - Measuring service performance
9. Improvement and quality control functions of service delivery systems
10. Methods of optimizing operations in service delivery systems
11. Modern approaches to Service Management
12. Case studies
13. Final overview

TEACHING METHOD

face-to-face

USE OF INFORMATION AND COMMUNICATION TECHNOLOGIES

Use of information and communication technologies in teaching, laboratory education, communication with students. Electronic communication with students, learning-process support through the “e-class” online platform.

TEACHING ORGANIZATION

STUDENT EVALUATION

he evaluation process (method of examination and grading) consists of the following:

A two (2) hour written final exam with a weighting factor of 70%, during which all the learning objectives mentioned above are examined. The exam will include short questions that will test the knowledge and understanding of the basic concepts, principles and methods in Service Management, as well as the development of slightly more complex problems that will require the students to study in depth and think critically about the central issues of Service Management.

Preparation and presentation of a paper with a weighting factor of 30%, in which all learning objectives, as previously set, are also assessed. The preparation of the work will concern the possibility of applying the knowledge taught to real problems of Service Management, while together with its presentation, it will contribute to the development of the students' abilities to formulate the problem, to analyze the way of processing its elements, to develop the method of solving it, evaluate the results, and present it, having familiarized themselves with and integrated the appropriate principles, methods and practices of Service Management.

Books

• Στειακάκης Ε., Κωφίδης Ν. (2017) Διοίκηση Παραγωγής & Υπηρεσιών, Εκδόσεις Τζιόλα
• Slack, N., Chambers, S. and Johnston, R. (2010) Διοίκηση Παραγωγής Προϊόντων και Υπηρεσιών, Εκδόσεις Κλειδάριθμος
• Ιωάννου Γ. (2005), Διοίκηση Παραγωγής & Υπηρεσιών, Εκδόσεις Σταμούλης
• Johnston R., Clark G., Shulver M. (2012), Service Operations Management: Improving Service Delivery, FT/Prentice Hall
• Fitzsimmons J.A., Fitzsimmons M.J. (2010). Service Management: Operations, Strategy, Information Technology, McGraw – Hill
• Παπαδόπουλος Χ. (2015) Διοίκηση Επιχειρησιακών Λειτουργιών, Εκδόσεις “σοφία”, Θεσσαλονίκη
• Ξανθόπουλος Α., Κουντουριώτης Δ. (2018) Διοίκηση Παραγωγής και Επιχειρησιακών Λειτουργιών, Εκδόσεις Τζιόλα
• Δημητριάδης Σ.Γ. & Μιχιώτης Α.Ν. (2007) Διοίκηση Παραγωγικών Συστημάτων, Εκδόσεις Κριτική, Αθήνα
• ReidR.D. & SandersN.R. (2016) Διοίκηση Επιχειρησιακών Λειτουργιών, Εκδόσεις ΚΡΙΤΙΚΗ

Journals

• International journal of operations and production management
• International journal of advanced operations management
• Manufacturing & service operations management
• Journal of Customer Service in Marketing & Management
• International Journal of Healthcare Management
• Operations management review (OM review)