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Basic Information-Service Management
Basic Information-Service Management
Basic Information-Service Management
JUSTIFICATION
Service Management is a basic course in Elective Area I of the Finance and International
Business Administration program at the Faculty of Economic, Legal, and Administrative
Sciences, University of Córdoba.
General purpose
Specific Purposes:
Distinguish different types of customers and understand moments of truth, the service
cycle, customer relationships, standards, indicators, and logistics in service management.
Apply standards and methods in the evaluation of service quality within organizational
processes.
The course aims to develop interpretative, explanatory, and practical skills for students to
integrate concepts such as service management, customer service, service strategies,
quality, and service evaluation into the dynamics of businesses within changing regional,
national, and international contexts.
LEARNING UNITS
Unit Topics/Contents
I. Fundamentals of Service management concepts, service sector evolution,
Service Management service characteristics, customers' perspectives, customer
and Customer Service needs, desires, and expectations, customer service/post-
service, types of customers/digital customer, consumer
behavior.
II. Strategies and Moments of truth, the service cycle, the Service Triangle, the 4
Communication in Cs of service, Relationship Marketing, Customer Loyalty, CRM,
Service Communication and customer relations, Service
Marketing/Merchandising.
III. Quality and Service Service quality standards, ISO 9001: Customer satisfaction -
Evaluation ISO 9001:2015, service logistics, traceability, servitization,
service delivery, service standards and indicators, Servqual
Model - Practical methods for measuring service quality.
JUSTIFICATION
Service Management is a basic course in Elective Area I of the Finance and International
Business Administration program at the Faculty of Economic, Legal, and Administrative
Sciences, University of Córdoba.
General_Purpose:
Service management becomes increasingly important for entrepreneurs as organizations
face significant market challenges due to demand, knowledge, and customer expectations
amidst technological advances, mobility of goods and services, social diversity, political
movements, and, above all, the growth of the service economy.
Specific Purposes:
1.6 Credits 4
The course aims to develop interpretative, explanatory, and practical skills for students to
integrate concepts such as service management, customer service, service strategies,
quality, and service evaluation into the dynamics of businesses within changing regional,
national, and international contexts.
LEARNING UNITS
Unit Topics/Contents
I. Fundamentals of Service management concepts, service sector evolution,
Service Management service characteristics, customers' perspectives, customer
and Customer Service needs, desires, and expectations, customer service/post-
service, types of customers/digital customer, consumer
behavior.
II. Strategies and Moments of truth, the service cycle, the Service Triangle, the 4
Communication in Cs of service, Relationship Marketing, Customer Loyalty, CRM,
Service Communication and customer relations, Service
Marketing/Merchandising.
III. Quality and Service Service quality standards, ISO 9001: Customer satisfaction -
Evaluation ISO 9001:2015, service logistics, traceability, servitization,
service delivery, service standards and indicators, Servqual
Model - Practical methods for measuring service quality.
LEARNING OBJECTIVES
Explain and analyze the foundations of service management, the evolution, and
importance of the service sector, and the significance of customer service for
organizations.
Relate strategies and communication that enable the integration of the service cycle and
customer loyalty.
Apply standards and methods in the evaluation of service quality within organizational
processes.
METHODOLOGICAL STRATEGIES
This course employs the SOLO (Structure of Observed Learning Outcome) taxonomy-
based learning development approach, focusing on the relational level. Problem-Based
Learning (PBL) is the primary methodology, promoting critical thinking and cognitive
autonomy. Other active methodologies like case studies, role-playing, project-based
learning are used, accompanied by explanatory and interactive classes.
Explain and analyze the foundations of service management, the evolution, and
importance of the service sector, and the significance of customer service for
organizations.
Relate strategies and communication that enable the integration of the service cycle and
customer loyalty.
Apply standards and methods in the evaluation of service quality within organizational
processes.
METHODOLOGICAL STRATEGIES
This course employs the SOLO (Structure of Observed Learning Outcome) taxonomy-
based learning development approach, focusing on the relational level. Problem-Based
Learning (PBL) is the primary methodology, promoting critical thinking and cognitive
autonomy. Other active methodologies like case studies, role-playing, project-based
learning are used, accompanied by explanatory and interactive classes.
1. SERVICE MANAGEMENT
2. SERVICE IN ACTION
• FDOC-088
• VERSION: 03
• ISSUE: 08/03/2021
• PAGE 7 OF 9
5. MARKETING PRINCIPLES
6. SERVICE MARKETING
• Valerie A. Zeithaml
• SERVICE MARKETING
9. MARKETING MANAGEMENT
• MARKETING.
• STRATEGIC MARKETING
• SERVICE QUALITY.
• MARKETING FUNDAMENTALS.
• FDOC-088
• VERSION: 03
• ISSUE: 08/03/2021
• PAGE 8 OF 9
11. DATABASES
Prieto Herrera, J. E. (2014). Service Management: the key to winning all (3rd ed.).
Ecoe Ediciones.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/114343
Mateos de Pablo Blanco, M. Á. (2019). Customer service and quality in service.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/124251
Blanco García, C. (2013). Communication and customer service.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/42955
Vargas Quiñones, M. E. (2007). Quality in service.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/69024
Camacho Castellanos, J. C. (2012). Service Marketing.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/34494
Prieto Herrera, J. E. (2008). Sales Management.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/69063
Bergoglio, J. M. (. (2014). The true power is service.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/66493
Carceller Cheza, R. (2013). Network Services.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/43261
Braulio Gil, N. & Curto Díaz, J. (2015). Customer analytics: improving customer
intelligence through data.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/57890
Socconini Pérez Gómez, L. V. (2019). Lean Services: Certification Manual.
https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/122394