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.

Evaluation criteria

Test (test multiple choice 15q. + 2 open q.): 40.00%

Other (activities on forum and assignments ): 10.00%

Projects (3-5 people group, internationalization strategy + presentation): 50.00%

The threshold percentage of absences (excluding lectures)

defined as the proportion of class hours beyond which the achievement of learning outcomes is deemed unattainable: 40%

Detailed passing conditions:

Passing all the elements specified in the syllabus is mandatory. In the case of an excused absence from the test, the lecturer will set an additional date. If an excused absence prevents active participation in the preparation of group projects or their presentation, the lecturer will decide on additional possible tasks to be performed or adjust the grade according to the level of student engagement

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.

Evaluation criteria

Test (test multiple choice 15q. + 2 open q.): 40.00%

Other (activities on forum and assignments ): 10.00%

Projects (3-5 people group, internationalization strategy + presentation): 50.00%

The threshold percentage of absences (excluding lectures)

defined as the proportion of class hours beyond which the achievement of learning outcomes is deemed unattainable: 40%

Detailed passing conditions:

Passing all the elements specified in the syllabus is mandatory. In the case of an excused absence from the test, the lecturer will set an additional date. If an excused absence prevents active participation in the preparation of group projects or their presentation, the lecturer will decide on additional possible tasks to be performed or adjust the grade according to the level of student engagement

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.

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.