Kursens beskrivning

Note also the mandatory online module to be completed at your own pace, during the first two weeks of the course (see information below). 

The course is based on blended learning, meaning an online module completed individually and sessions in class (not streamed/recorded).

The firm’s capability to build strong, customer driven relationships is critical for success in business landscapes characterized by service competition. The ability of the firm to adopt, implement and employ a genuine service based perspective is key in this respect. An in-depth understanding of value creation and a learning based organizational culture open up new opportunities for marketing in firms defining themselves as service and customer driven businesses. This course provides an in-depth understanding of models and concepts related to customer logic, value creation, learning and business models. We will also explore the changing role of the actors in the market context and the implications of this. The course is based on learning in an interactive and constructive environment focusing on analysis and discussion of the course themes. The ability of the students to reflect and to stretch their mindsets will be enhanced. 

Part of the work in the course Customer-driven Service Strategy (23105) is an online module (MOOC course) on the FutureLearn platform. The purpose is to get an overall understanding of the key theories in service and customer strategy based on Grönroos (2015). The online module Principles of Service management is mandatory and the completion of the module is a prerequisite for course participation. The course opens on October 23.

Here is the registration link for the MOOC course on the FutureLearn platform:

Note that you must register as a Hanken user with Hanken Shibboleth, to get the free upgrade of the course on FutureLearn. Read more here:
https://www.hanken.fi/en/students/study-programmes/non-degree-studies/hanken-moocs/futurelearn-instructions