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Service Management

30 Apr 2017


The Aalto EMBA 2015 participants took their 16th module under the title of “Service Management” on April 25-27, 2017 at IBS premises. This module was taught by Dr. Tomas Falk.

Professor Falk is an Associate Professor of Marketing at Aalto University School of Business, Finland and an Adjunct Professor of Marketing at EBS Business School, Germany. His research interest and expertise focuses on service channel management, service quality management, self-service technologies, and service employee behavior. His research has been published in journals such as Journal of Marketing, Journal of the Academy of Marketing Science, Journal of Service Research and Journal of Business Research. He has won several research awards, including an Overall Best Paper Award of the American Marketing Association.

The module started with approaching the foundations of service business based on a three-stage model of service consumption. Next, the course introduced technology in general and self-service technologies in particular as major drivers of service innovation. Following the increasing importance of technology for delivering services, participants did identify co-creation as an emerging trend in service innovation management. To capture service quality as a major aim of service provision, the module discussed prominent service quality concepts such as the Gap-model, SERVQUAL, blueprinting, and the Critical Incident Technique. Moreover, the course also covered seminal tools for measuring service quality on the Internet. Given the general failure-proneness of service encounters, strategies for designing effective service recovery was discussed.

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