COURSE INTRODUCTION 27.10 at 10.15 in aud 307
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 mandatary sessions in class (not streamed/recorded). The mandatory attendance can be compensated with a reading assignment.
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 Principles of Service management on the Digicampus platform (www.digicampus.fi). The purpose of this module is to get an overall understanding of the key theories in service and customer strategy based on Grönroos (2015). The online module is mandatory and completion is a prerequisite for course participation. The deadline of completing the course is November 9 (23.59).
Please register at Digicampus as a Hanken user with Hanken Shibboleth.
1. Go to the course page on Digicampus: https://digicampus.fi/course/view.php?id=6466
2. Log in with the option Haka Login and use your Hanken user ID to log in.
3. Go to the bottom of the page to “Self enrolment (Student)”.
4. Use the following enrolment key to register to the course page: Hanken2025-2026
5. Note: you need to use the above enrolment key to enrol to the course. If you use the enrolment key for independent studies, you cannot receive study credits for the course.
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 mandatary sessions in class (not streamed/recorded). The mandatory attendance can be compensated with a reading assignment.
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 Principles of Service management on the Digicampus platform (www.digicampus.fi). The purpose of this module is to get an overall understanding of the key theories in service and customer strategy based on Grönroos (2015). The online module is mandatory and completion is a prerequisite for course participation. The deadline of completing the course is November 9 (23.59).
Please register at Digicampus as a Hanken user with Hanken Shibboleth.
1. Go to the course page on Digicampus: https://digicampus.fi/course/view.php?id=6466
2. Log in with the option Haka Login and use your Hanken user ID to log in.
3. Go to the bottom of the page to “Self enrolment (Student)”.
4. Use the following enrolment key to register to the course page: Hanken2025-2026
5. Note: you need to use the above enrolment key to enrol to the course. If you use the enrolment key for independent studies, you cannot receive study credits for the course.
- Teacher: Kristina Heinonen