Introduction

The emergence of the wider service economy drives the development of a new management paradigm with the service needs of customers and of society as a whole at the core. Service management builds the organization’s structure, strategies, processes, and culture around the customer. A focus on products, misunderstanding customer expectations, resistance within the organization, lack of employee commitment, service gaps (between customer expectations and experience), and a lack of necessary management skills are common problems for organizations aiming to develop effective customer focused strategies. Another aspect is the international character of services in which cultural differences concerning service provision and quality of life, may play an important role. The Master in International Service Management is designed to help organizations to meet these challenges. You acquire new skills and develop your competencies by actively applying service management principles and analyzing business processes.

Characteristics of the Programme

• Research projects form the core of the programme
• The programme provides advanced knowledge in service studies, an indepth perspective on service management theories, and insight into the implications for management practices.