Value-Creation through Service

MBM429 Value-Creation through Service

  • Topics

    Topics

    • Business model innovation.
    • Service innovation challenges at the firm level.
    • Service innovation management with a focus on value creation, based on service dominant logic (service logic).
    • Service design and design thinking as driver for innovation.
    • Customer Journey Mapping to identify various touch points for excellent customer experiences.
    • Commercial issues pertaining to adopting innovations, e.g. overcoming resistance to adopt.

  • Learning outcome

    Learning outcome

    Close to 80 % of most OECD countries' GDP comes from service.

    After the course, students should have

    • A good general understanding of service innovation and its role in creating value for customers.
    • Particularly good understanding of service innovation characteristics and service innovation challenges at the firm level ¿ seen through the eyes of customers, including business model innovation and organizational culture transformation, and service design thinking.
    • Be able to apply this understanding to the management of stimulating service innovations.

  • Teaching

    Teaching

    Regular lecturers, use of cases to illustrate the theory, and pratical hands-on exercises.

  • Required prerequisites

    Required prerequisites

     

  • Requirements for course approval

    Requirements for course approval

     

     

  • Assessment

    Assessment

    Evaluation is based on a term paper that will be developed throughout the semester and graded after hand in by end of course.

  • Grading Scale

    Grading Scale

    Grading scale A - F.

  • Computer tools

    Computer tools

    The course homepage on its learning provides students with updates and messages.

  • Semester

    Semester

    Spring.

  • Literature

    Literature

    A collection of articles will be used.

Overview

ECTS Credits
7.5
Teaching language
English.
Semester
Spring

Course responsible

Tor W. Andreassen, Department of Strategy and Management.