BASIC INFORMATION

NO. INFORMATION DETAILS

1.1 Faculty Economic, Legal, and Administrative Sciences
1.2 Program Finance and International Business Administration
1.3 Elective Area I
1.4 Course Service Management
1.5 Code EC1025070
1.6 Credits 4
1.6.1 Synchronous Hours 64
1.6.2 Asynchronous Hours 128
1.7 Year of Update 2022

JUSTIFICATION

Service Management is a basic course in Elective Area I of the Finance and International
Business Administration program at the Faculty of Economic, Legal, and Administrative
Sciences, University of Córdoba.

TRAINING PURPOSES OR OBJECTIVES

General purpose

Service management becomes increasingly important for entrepreneurs as organizations

face significant market challenges due to demand, knowledge, and customer expectations
amidst technological advances, mobility of goods and services, social diversity, political
movements, and, above all, the growth of the service economy.

Specific Purposes:

Conduct a proper analysis of service fundamentals and customer service.

Distinguish different types of customers and understand moments of truth, the service
cycle, customer relationships, standards, indicators, and logistics in service management.

Apply standards and methods in the evaluation of service quality within organizational
processes.

GENERAL COURSE COMPETENCE

The course aims to develop interpretative, explanatory, and practical skills for students to
integrate concepts such as service management, customer service, service strategies,
quality, and service evaluation into the dynamics of businesses within changing regional,
national, and international contexts.
LEARNING UNITS

Unit Topics/Contents
I. Fundamentals of Service management concepts, service sector evolution,
Service Management service characteristics, customers' perspectives, customer
and Customer Service needs, desires, and expectations, customer service/post-
service, types of customers/digital customer, consumer
behavior.
II. Strategies and Moments of truth, the service cycle, the Service Triangle, the 4
Communication in Cs of service, Relationship Marketing, Customer Loyalty, CRM,
Service Communication and customer relations, Service
Marketing/Merchandising.
III. Quality and Service Service quality standards, ISO 9001: Customer satisfaction -
Evaluation ISO 9001:2015, service logistics, traceability, servitization,
service delivery, service standards and indicators, Servqual
Model - Practical methods for measuring service quality.

LEARNING OBJECTIVESBASIC INFORMATION

JUSTIFICATION

Service Management is a basic course in Elective Area I of the Finance and International
Business Administration program at the Faculty of Economic, Legal, and Administrative
Sciences, University of Córdoba.

TRAINING PURPOSES OR OBJECTIVES

General_Purpose:
Service management becomes increasingly important for entrepreneurs as organizations
face significant market challenges due to demand, knowledge, and customer expectations
amidst technological advances, mobility of goods and services, social diversity, political
movements, and, above all, the growth of the service economy.

Specific Purposes:

 Conduct a proper analysis of service fundamentals and customer service.

 Distinguish different types of customers and understand moments of truth, the
service cycle, customer relationships, standards, indicators, and logistics in service
management.
 Apply standards and methods in the evaluation of service quality within
organizational processes.
GENERAL COURSE COMPETENCE

No. Information Details

1.1 FacultyEconomic, Legal, and Administrative Sciences

1.2 Program Finance and International Business Administration

1.3 Elective Area I

1.4 CourseService Management

1.5 Code EC1025070

1.6 Credits 4

1.6.1 Synchronous Hours 64

1.6.2 Asynchronous Hours 128

1.7 Year of Update 2022

The course aims to develop interpretative, explanatory, and practical skills for students to
integrate concepts such as service management, customer service, service strategies,
quality, and service evaluation into the dynamics of businesses within changing regional,
national, and international contexts.

LEARNING UNITS

Unit Topics/Contents
I. Fundamentals of Service management concepts, service sector evolution,
Service Management service characteristics, customers' perspectives, customer
and Customer Service needs, desires, and expectations, customer service/post-
service, types of customers/digital customer, consumer
behavior.
II. Strategies and Moments of truth, the service cycle, the Service Triangle, the 4
Communication in Cs of service, Relationship Marketing, Customer Loyalty, CRM,
Service Communication and customer relations, Service
Marketing/Merchandising.
III. Quality and Service Service quality standards, ISO 9001: Customer satisfaction -
Evaluation ISO 9001:2015, service logistics, traceability, servitization,
service delivery, service standards and indicators, Servqual
Model - Practical methods for measuring service quality.

LEARNING OBJECTIVES
Explain and analyze the foundations of service management, the evolution, and
importance of the service sector, and the significance of customer service for
organizations.

Relate strategies and communication that enable the integration of the service cycle and
customer loyalty.

Apply standards and methods in the evaluation of service quality within organizational
processes.

EVALUATION CRITERIA AND PERFORMANCE INDICATORS FOR COMPETENCY

DEVELOPMENT AND LEARNING OUTCOMES

Competencies Performance Indicators

Leadership Motivation to provide good customer service and maximize
performance.
Negotiation Skills to negotiate with customers and improve product and service
sales.
Quantitative Develop reports of results, analysis, and interpretation of graphics,
reasoning tables, critical reading of processes, involving customer behavior.
Communication Manage language skills and abilities, gestures, persuasion,
empathy, emotional intelligence, second language proficiency,
among others, to improve communication with customers.
Research Integrate knowledge, skills, attitudes, and dispositions to identify,
Competence interpret, argue, and solve problems related to customer service
processes.
Entrepreneurship Integrate motivations, attitudes, knowledge, creativity, self-
and Innovation criticism, autonomy, discipline, frustration tolerance, and self-
confidence to undertake situations that improve customer service
and loyalty for the organization.

METHODOLOGICAL STRATEGIES

This course employs the SOLO (Structure of Observed Learning Outcome) taxonomy-
based learning development approach, focusing on the relational level. Problem-Based
Learning (PBL) is the primary methodology, promoting critical thinking and cognitive
autonomy. Other active methodologies like case studies, role-playing, project-based
learning are used, accompanied by explanatory and interactive classes.

ACTIVITIES AND PRACTICES

As a theoretical course, it doesn't include institutional practice activities. Practical activities

include independent work, visits to schools, observation, and monitoring of learning
processes, review, information management, and construction of electronic material.

Explain and analyze the foundations of service management, the evolution, and
importance of the service sector, and the significance of customer service for
organizations.
Relate strategies and communication that enable the integration of the service cycle and
customer loyalty.

Apply standards and methods in the evaluation of service quality within organizational
processes.

EVALUATION CRITERIA AND PERFORMANCE INDICATORS FOR COMPETENCY

DEVELOPMENT AND LEARNING OUTCOMES

Competencies Performance Indicators

Leadership Motivation to provide good customer service and maximize
performance.
Negotiation Skills to negotiate with customers and improve product and service
sales.
Quantitative Develop reports of results, analysis, and interpretation of graphics,
reasoning tables, critical reading of processes, involving customer behavior.
Communication Manage language skills and abilities, gestures, persuasion,
empathy, emotional intelligence, second language proficiency,
among others, to improve communication with customers.
Research Integrate knowledge, skills, attitudes, and dispositions to identify,
Competence interpret, argue, and solve problems related to customer service
processes.
Entrepreneurship Integrate motivations, attitudes, knowledge, creativity, self-
and Innovation criticism, autonomy, discipline, frustration tolerance, and self-
confidence to undertake situations that improve customer service
and loyalty for the organization.

METHODOLOGICAL STRATEGIES

This course employs the SOLO (Structure of Observed Learning Outcome) taxonomy-
based learning development approach, focusing on the relational level. Problem-Based
Learning (PBL) is the primary methodology, promoting critical thinking and cognitive
autonomy. Other active methodologies like case studies, role-playing, project-based
learning are used, accompanied by explanatory and interactive classes.

ACTIVITIES AND PRACTICES

As a theoretical course, it doesn't include institutional practice activities. Practical activities

include independent work, visits to schools, observation, and monitoring of learning
processes, review, information management, and construction of electronic material.
BIBLIOGRAPHY

1. SERVICE MANAGEMENT

 Kart Albrecht. Legis.

2. SERVICE IN ACTION

• Jorge Prieto Herrera. Ecoe

3. UNIVERSITY OF CÓRDOBA CODE:

• FDOC-088

• VERSION: 03

• ISSUE: 08/03/2021

• PAGE 7 OF 9

4. THE INVISIBLE SERVICE

• Humberto Domínguez Collins. Ecoe

5. MARKETING PRINCIPLES

• Alberto Céspedes Saenz. Ecoe

6. SERVICE MARKETING

• Valerie A. Zeithaml

• SERVICE MARKETING

• Adrian Payne. Prentice Hall

7. WHY MORE IS LESS

• Barry Schwartz. Taurus.

8. CONSUMER BEHAVIOR

• Gloria Amparo Vélez. UNAD

9. MARKETING MANAGEMENT

• Philip Kottler. Prentice.

• MARKETING.

• Philip Kottler. Prentice.

• STRATEGIC MARKETING

• National University. Unad.

• ADMINISTRATION IN NEW TIMES.

• Idalberto Chiavenato. Mc Graw Hill.

• ORGANIZATIONAL STRATEGIC MANAGEMENT.

• Jorge Eliécer Prieto Herrera. Ecoe Ediciones.

• SERVICE QUALITY.

• Horovitz, Jacques. Mc Graw Hill.

• MARKETING FUNDAMENTALS.

• William J. Stanton. Mc Graw Hill.

10. UNIVERSITY OF CÓRDOBA CODE:

• FDOC-088

• VERSION: 03

• ISSUE: 08/03/2021

• PAGE 8 OF 9
11. DATABASES

 Prieto Herrera, J. E. (2014). Service Management: the key to winning all (3rd ed.).
Ecoe Ediciones.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/114343
 Mateos de Pablo Blanco, M. Á. (2019). Customer service and quality in service.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/124251
 Blanco García, C. (2013). Communication and customer service.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/42955
 Vargas Quiñones, M. E. (2007). Quality in service.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/69024
 Camacho Castellanos, J. C. (2012). Service Marketing.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/34494
 Prieto Herrera, J. E. (2008). Sales Management.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/69063
 Bergoglio, J. M. (. (2014). The true power is service.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/66493
 Carceller Cheza, R. (2013). Network Services.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/43261
 Braulio Gil, N. & Curto Díaz, J. (2015). Customer analytics: improving customer
intelligence through data.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/57890
 Socconini Pérez Gómez, L. V. (2019). Lean Services: Certification Manual.
 https://ezproxyucor.unicordoba.edu.co:2086/es/lc/unicordoba/titulos/122394