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Principles of Service Management

Gustav Medberg, Anna Abramova, Robert Ciuchita, Henrik Virtanen, and Johanna Gummerus

Most FutureLearn courses run multiple times. Every run of a course has a set start date but you can join it and work through it after it starts. Find out more This course would be particularly relevant to 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.

Topics Covered

Week 1 - Service as a perspective on business
Week 2 - The importance of service quality
Week 3 - Customer relationship management
Week 4 - A profitable service business
Week 5 - Productivity in the service context
Week 6 - Communicating a service brand
Week 7 - From manufacturing to service (logic)

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Reviews summary

Service management: a foundational overview

According to learners, "Principles of Service Management" provides a solid foundation in the field, often highlighted for its clarity and well-structured content. Many students found the concepts clearly explained and appreciated the relevance to professional roles, especially modules on customer relationship management. While some experienced professionals felt the course was too introductory or desired more advanced depth, recent feedback indicates the course material is updated, ensuring its continued relevance. The course is particularly beneficial for business students and professionals new to service-based strategies.

The course material appears to be regularly updated, maintaining relevance.

"The course material was updated, reflecting current industry trends."

"Some of the examples seemed a bit outdated, but recent additions improved the relevance of the content."

"I found the recent updates to the course content made it much more engaging and relevant to today's challenges."

Offers insights and strategies directly applicable to business roles.

"I found the course content highly relevant to my role as a manager. The module on customer relationship management was particularly insightful."

"I appreciated the practical tools and strategies shared, making it applicable to my work."

"I learned how to apply service management principles in my daily professional life, which was very useful."

Provides a strong, well-structured introduction to service management.

"Excellent overview of service management. The concepts were clearly explained and the real-world examples really helped solidify my understanding."

"A solid foundation. While some parts were introductory, it laid out the principles effectively. Good for those new to the service economy."

"The course was concise and well-structured; the weekly topics built upon each other logically."

May be too basic for experienced professionals seeking advanced topics.

"This course felt too basic for anyone with prior experience in business. It seemed like a rehash of common sense."

"I was hoping for more depth in specific areas like service design or advanced analytics, as this felt like a general introduction."

"I found the course largely covered theoretical frameworks rather than hands-on, in-depth practical scenarios."

Career center

Learners who complete Principles of Service Management will develop knowledge and skills that may be useful to these careers:

Reading list

We've selected 44 books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Principles of Service Management.

Customer Relationship Management

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This is the fifth edition of the highly-regarded textbook by Buttle and Maklan, offering updated content on CRM concepts, applications, and technologies. It's essential for advanced students and professionals seeking a thorough understanding of contemporary CRM, including CX, CE, and CJM.

Principles of Service Management

Topics Covered

Topics Covered

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Reviews summary

Service management: a foundational overview

Career center

Reading list

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