Courses

Service Systems Design

General

  • Code: Γ06
  • Semester:
  • Study Level: Undergraduate
  • Course type:
  • Teaching and exams language: Greek
  • The course is offered to Erasmus students
  • Teaching Methods (Hours/Week): Lectures and Practice/Exercises (3)
  • ECTS Units: 5

Course Contents

  • The concept of service and the characteristics of services.
  • Modern theories of Service Systems Management.
  • The role of the customer in Service systems.
  • The concept of value co-creation in Service Systems.
  • The importance of customer experience in Service Systems.
  • Product-service systems.
  • The contribution of services to the creation of competitive advantage.
  • The importance of the physical environment in servicescape design.
  • Service design from the provider side: the service blueprinting method.
  • Customer-side service design: the design of the customer experience and the customer’s use of the service.
  • An integrated Service Design framework.
  • The role of IT in service design and delivery: smart services.

Educational Goals

The objectives of this course are:

  • To present the concepts and special features of service systems and to highlight the challenges of designing service systems.
  • To highlight the main methods and modern approaches in the design and management of service systems.

Upon completion of the course students should be able to:

  • Know concepts and trends in the design and management of service systems.
  • Understand contemporary approaches to service systems design, particularly in relation to the role of the customer, value co-creation and the importance of the customer experience.
  • Differentiate the needs of the provider and the customer in the design of service systems and integrate the different perspectives through a coherent design framework.
  • Apply alternative tools and techniques for the design of service systems that cover different perspectives and needs.
  • Identify problems in the design of service systems and seek and propose solutions.
  • Perceive and evaluate the opportunities offered by information technology in the design of service systems.

General Skills

to be filled

Teaching Methods

  • Face to face.

Use of ICT means

  • Online guidance.
  • Slides Projection in the classroom.
  • Use of E-mail and onlne communication systems.
  • Use of e-learning system (moodle).

Teaching Organization

ActivitySemester workload
Lectures39
Project32
Personal Study54
Total125

Students Evaluation

to be filled

Recommended Bibliography

Προτεινόμενη Βιβλιογραφία:

  1. Μάρκετινγκ Υπηρεσιών, Αυλωνίτης Γ.,Τσιότσου Ρ.,Γούναρης Σ., Εκδόσεις Broken Hill, 2015. Κωδικός Βιβλίου στον Εύδοξο: 50657960.
  2. Μάρκετινγκ Υπηρεσιών, Jochen Wirtz, Christopher Lovelock, Εκδόσεις Δίσιγμα, 2018. Κωδικός Βιβλίου στον Εύδοξο: 77118262.
  3. This is Service Design Thinking: Basics, Tools, Cases, by Marc Stickdorn and Jakob Schneide, Wiley, 1st ed., 2012.
  4. Service Design: From Insight to Implementation, Andy Polaine, Lavrans Løvlie, Ben Reason, Rosenfeld Media, 1st edition, 2013.

Υποστηρικτική βιβλιογραφία:

  1. Ανάπτυξη Νέων Υπηρεσιών: Τουρισμός – Υγεία – Επιχειρηματικότητα – Καινοτομία, Φώτης Χ. Κίτσιος, Κωνσταντίνος Ζοπουνιδης, Εκδόσεις Κλειδάριθμος, 2008. Κωδικός Βιβλίου στον Εύδοξο: 13595.
  2. Διοίκηση Παραγωγής Προϊόντων και Υπηρεσιών, Nigel Slack, Stuart Chambers, Robert Johnston, Έκδοση: 5η/2010, Εκδόσεις Κλειδάριθμος [13655].

Related Research Journals

  1. Journal of Service Research.
  2. Journal of Service Management.
  3. Journal of Services Marketing.
  4. Journal of Service Management information.
  5. International Journal of Design.
  6. The Service Industries Journal.
  7. e-Service Journal.
  8. Journal of Service Science and Management.
  9. Ecosystem Services.
  10. Touchpoint – The Journal of Service Design.
  11. Journal of Design Research.
  12. International Journal of Design.
  13. Journal of Internet Services and Applications.
  14. Customer Services.
  15. System Analysis and Design.