Services Management on International Market

Service sector, the biggest one in terms of employment and GDP in the developed economies and worldwide deserves a place in managerial education. The course is aimed at presenting and discussing the major challenges facing service companies' managers, specifically those offering services to international customers. Some of these challenges are universal for all service organizations, while many others are branch and country/region specific.

The course is aimed at presenting and discussing the major challenges facing service companies' managers, specifically those offering services to international customers. Some of these challenges are universal for all service organizations, while many others are branch and country/region specific.

Literatura podstawowa:

R. Normann, Service Management, Strategy and Leadership in Service Business, Wiley, Chichester, 2002;

Ch. Lovelock, J. Wirtz, Services Marketing, People, Technology, Strategy, Global Edition,, Pearson, 2011.

Literatura uzupełniająca:

P. Mudie, A. Pirre, Services Marketing Management, Third edition, Elsevier, 2006;

R.P. Fisk, S.J. Grove, J. John, Interactive Service Marketing, Houghton Miffin Company, 2008;

Design Thinking. Integrating Innovation, Customer Experience, and Brand Value, T. Lockwood (ed.), Allworth Press, 2009.

4. D. Hesmondhalgh, The Cultural Industries, Sage, 2013.

Wiedza:

After completing the course students:

1. know services' attributes and understand their influence on service organizations' management and marketing

2. know instruments influencing competitive position of service organizations

3. are aware of national/regional environment dependence of services.

Umiejętności:

After completing the course students:

1. are able to study business opportunities on international service markets

2. are able to design a new international service venture

3. are able to study customers' service quality perception.

Kompetencje społeczne:

After completing the course students:

1. improve their understanding of sharing knowledge and ability to work in teams

2. appreciate intercultural aspects of services internationalization

kolokwium: 40.00%

inne: 10.00%

projekty: 50.00%