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.
Univ.-Prof. Dr. Herbert Woratschek is Chair of Marketing and Service Management at the Faculty of Law and Economics in Bayreuth. He is also a visiting professor at numerous universities worldwide, such as the University of Auckland (New Zealand), LaTrobe University of Melbourne (Australia) or the Business School of Trondheim (Norway). As director of the MBA Sport Management programme at the University of Bayreuth, he attaches great importance to strong content. Herbert Woratschek’s research interests include quality management, value co-creation and price management.
Dr. Guido Schafmeister has long been a professor of media management, specialising in sports and event management, as well as managing director of the Arbeitskreis Sportökonomie (Working Group on Sports Economics). Dr. Schafmeister is concerned with the concrete creation of value, the tangible business model, the business fundamentals and 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.
