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Online Course

Principles of Service Management

Hanken School of Economics via FutureLearn

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Overview

Discover what service management can do for your business’ customer service

Today an increasing number of companies compete on customer service skills, not product. Understanding a service-based approach to business is essential - even for product-based businesses.

On this course, you’ll discover the latest thinking in service management, exploring a service-centric perspective to marketing strategies and management principles. You’ll examine service as a business model, the value creation process, and promise management.

You’ll also discover how service-based thinking can help improve your customer service skills and overcome a range of business challenges.

This course is designed for business professionals and managers interested in the potential of adopting a service-based strategy, whether their firms are currently operating in an industrial or consumer context, or a manufactured goods or services context.

It is also relevant for business students wishing to specialise in service management and marketing.

Taught by

Gustav Medberg and Christian Grönroos

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