“Service Management“ Course by Univ.-Prof. Dr. Bastian Popp

Prof. Dr. Popp is Chair of Business Administration, in particular Trade Management at Saarland University. He is also co-director of the European Institute for Advanced Behavioural Management (EIABM). He acts as a representative for the subject of retail management in research and teaching with a focus on “Behavioural Management and Marketing”. Prof. Dr. Popp published work in peer-reviewed scientific journals (e.g. Journal of Retailing and Consumer Services, Computers in Human Behavior) and serves as a guest editor and reviewer for renowned scientific journals. He also organises innovative workshops and symposia for practitioners and the scientific community. His research areas include retailing, retail management, service management and sports management.

The course “Service Management” teaches the important role that services play in companies. The focus is on the challenges of managing services and delivering quality services to customers, and introduce key concepts and tools of service management. Students will be challenged to think about the extent to which companies can gain added value from strategic service management and what measures need to be taken for profitable service management.

 

M5-1 Service Management

This course focuses on the challenges of managing services and delivering quality service to customers. It introduces key concepts and tools of service management. Moreover, the course will challenge participants to rethink how companies should manage their services in building their competitive strength and profitability. The course is equally applicable to traditional service companies, i.e. for-profit organizations (e.g.: banks, transportation companies, hotels, educational institutions, professional services, telecommunication, tourism etc.) as well as public/non-profit organizations (e.g.: hospitals, NGOs, schools, public agencies, theatres, museums, etc.). Moreover, the ideas presented in the course are valuable for any kind of organization that is open to take on a service perspective on their business and core competences.

 

Student´s voice:
“It was very interesting because it combines the theory of the course with examples of our reality (describe & compare companies that we know/use in our routine). Mr Popp luckily has a soft way to make student want to participate without being boring. His instructions were clear and helpful about the exams.” (WT 2019/20)