Service Management (Specific Topics of Marketing) (SS 2020)

Course Number

Field(s) of Study

University Calendar

Learnweb Platform


Course Language

Course schedule

Day Time Frequency Date Room
Monday 09:00- 13:00 single date 15.06.2020 Schloss, S 055
Tuesday 09:00- 13:00 single date 16.06.2020 Schloss, S 055
Wednesday 09:00- 13:00 single date 17.06.2020 Schloss, S 055
Thursday 09:00- 13:00 single date 18.06.2020 Schloss, S 055
Tuesday 09:00- 13:00 single date 23.06.2020 Schloss, Senatssaal
Wednesday 09:00- 13:00 single date 24.06.2020 Schloss, Senatssaal


Please note that we are currently talking to the MCM guest lecturers (including Dr. Gremler), if and in which ways we are able to offer their courses in the upcoming summer term. For this reason, we kindly ask you to understand that the given information are of a preliminary nature and to keep yourself informed about potential changes via the MCM homepage and this specific course page. Thank you for your comprehension.

The course is given by Dr. Dwayne D. Gremler.

Contact person: Alegra Kaczinski, M.A.

This course is part of the module ”Advanced Marketing on Specific Topics: Selected Topics in Marketing”.

Course grade: Creation of a service blueprint (group work) (40%) | Creation of a service guarantee (individually) (35%) | Written reflection on service experiences (individually) (25%)

Please register at the examination office for the early examination period (AFTER your admission to the course).

Credit points: 6 ECTS (BWL PO 2010)

If you want to take part in the course, please consider the following application procedure: Starting on Friday, April 17, 2020, at 09.00 a.m., Master students can enroll for the course. The total number of participants is restricted to 25 due to the special structure of the course. No formal application is necessary, the first-come-first-serve rule applies. If you are interested in participating in the course, please write an informal email to Alegra Kaczinski with your full name, your matriculation number, and email adress (incomplete applications will not be considered). If you have done that, you will receive an email on the date and time indicated above. Please follow the Doodle link in the email and apply for the course (first-come first-serve!). You will be notified about your admission status and the password for the Learnweb course within 24 hours.

During the course, please communicate and stay updated via the course page on Learnweb. Announcements, lecture slides and any additional material will be published there.

The password for all materials will be announced via email.


The intent of this course is to give students a thorough understanding of the unique marketing opportunities and challenges faced by organizations that sell and deliver services. Throughout six sessions, the course will introduce, discuss, and analyze several topics important to the marketing and management of service businesses.

Various frameworks for understanding service marketing and management will be discussed, such as the service marketing mix and the gaps model of service quality, and will serve as a basis for identifying and diagnosing key issues in service delivery. The focus of the course will be on examining the key concepts, strategies, and decisions in services marketing that can be used to examine such issues. Various tools will be introduced, such as the service quality gaps audit, the service blueprint, and the service guarantee, to enhance student understanding of the unique opportunities and challenges faced by organizations that sell and deliver services. The ultimate goal of the course is to help each student become an effective service manager, leader, and champion.

Topics to be addressed include:

1)       The recapitulation of fundamental services marketing topics, including:

  • differences in marketing goods versus services
  • differences between “service offerings” and “customer service”
    • the seven elements (7 Ps) of the service marketing mix
    • customer expectations and perceptions in service delivery
    • determinants of customer loyalty and retention in service businesses
    • service recovery strategies

2)      The “Gaps Model of Service Quality” as a framework for understanding service delivery

3)      Service blueprints: key concepts and how it can help in designing excellent service delivery


  • Alegra Kaczinski (accompanying)