Schedule: 24.02.2020 - 07.04.2020
Teacher in charge (valid 01.08.2018-31.07.2020):
Contact information for the course (applies in this implementation):
Teaching Period (valid 01.08.2018-31.07.2020):
III 2018–19 (spring) Otaniemi campus
IV 2019-2020 (spring)
Online self-study course
Learning Outcomes (valid 01.08.2018-31.07.2020):
After completing the course the student understands the main aspects of services marketing in both B2B and B2C contexts and is familiar with consumer behavior, perceptions of quality, value drivers and customer satisfaction, as they relate to services. The student also understands the repertoire of competitive actions service firms have available to them and can apply the most common tools for developing services and assessing their quality.
Content (valid 01.08.2018-31.07.2020):
The materials and assignments covered during the course open new perspectives into services and their marketing. The course takes as its starting point the notion that services are not limited to traditional service industries, but should rather be understood as being an integral part of the value creation activities of various industries. Thematically the course can be split into three parts: 1) development and marketing of consumer services; 2) co-creation and marketing of complex business services; 3) the spread of service logic in business and the servitization of business.
Assessment Methods and Criteria (valid 01.08.2018-31.07.2020):
Final exam: 50%
Workload (valid 01.08.2018-31.07.2020):
6cr, 160 h
Assignments: 80 h
Preparing for exam: 77 h
Study Material (valid 01.08.2018-31.07.2020):
Services marketing : people, technology, strategy / Jochen Wirtz & Christopher Lovelock. / 8th ed., / World Scientific Publishing, recommended ( Avalibility )
Obligatory articles and other materials assigned by teacher
Course Homepage (valid 01.08.2018-31.07.2020):
Grading Scale (valid 01.08.2018-31.07.2020):
Registration for Courses (valid 01.08.2018-31.07.2020):
Registration via WebOodi. Please see WebOodi for registration dates.
NOTE: Mention your group of priority upon registration.
Further Information (valid 01.08.2018-31.07.2020):
Completing the course requires participation in the lectures. The number of students admitted to the course is restricted to 50. Priority is given to (1) Aalto BSc students studying in Program/Specialization of Marketing, (2) Aalto students studying a minor study package in Aalto Service, and (3) Aalto BIZ students studying a minor study package in Marketing and (4) other students studying a minor study package in Marketing.
NOTE: Students are required to write own group of priority to further information field of course registration!
- Teacher: Sami Kajalo