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Principles of Service Management - Intro
Today an increasing number of companies compete on service, not product. As a result, understanding a service-based approach to business is essential - even for product-based businesses. Learn the latest thinking in Service Management, exploring a service-centric perspective to marketing and management. You’ll examine service as a business model, the value creation process, customer perceived quality and promise management. Ultimately, you’ll discover how service-based thinking can help you better serve your customer, and overcome a range of business challenges. Christian Grönroos Professor emeritus at Hanken School of Economics. Internationally respected specialist in service management. Received the honourary title Legend in Marketing for his research in service management. Hanken is a triple crown accredited Finnish university with long experience in education and research in business. Located in Helsinki and Vaasa, Hanken has 2,500 students from all around the world. Join the MOOC and get a certificate at FutureLearn: https://www.futurelearn.com/courses/principles-of-service-management
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