Perspectives on customer oriented service work

Course content

The course provides different perspectives on customer-oriented service work and addresses:

• Customers' different roles
• Customer relations
• Customer-oriented service work from an organizational perspective
• The customer's role in service production and what implications this has for work in different types of service companies
• Roles, power and gender
• Service interactions, conditions and problems and how organizational conditions for good service interactions can be created.

Learning outcomes

After this course you should be able to: Understand and critically reflect on the customer as an organizational and societal phenomenon. Understand and critically reflect onthe managerial consequences of viewing customers as ”value co-creators”. Understand and critically reflect on the background to -as well as the dynamics of -positive and negative service interactions. Apply the above insights to own organizational setting.

For whom?

For working professional who want to learn more about customer, customer relation and a customer oriented service work from an organizational perspective. 

EXAMINATION

Examination of the learning outcomes will be done through written and oral assignments, which you present and discuss at seminars.

ABOUT THE COURSE

The course is at an advanced level, given part-time and is designed to be combined with work. The course is web-based and conducted as a distance course.  

PREREQUISITES

90 ECTS credits completed in social, behavioural, or natural science, including at least 30 ECTS credits at the G2F lever or higher, at least 2 years of relevant work experience, and upper secondary level English 6 or A, or equivalent.