Service provision has extended beyond conventional applications (banking, retailing, hospitality, insurance, and health care) and is now an integral and vital part of all business activity. More than 60% of the European workforce and 80% of the American workforce are now engaged in the service sector.

Service management builds the organisation's structure, strategies, processes, and culture around the customer.
 
A focus on products, misunderstanding customer expectations, resistance within the organisation, lack of employee commitment, service gaps (between customer expectations and experience), and a lack of necessary management skills are common problems for organisations aiming to develop effective customer focused strategies.
 
The Master in International Service Management is designed to help organisations to meet these challenges. You acquire new skills and develop your competencies by actively applying service management principles and analysing business processes.

Profile

Characteristics

• Research projects constitute the heart of the programme.
   
• The programme is based on constructivist learning principles and focuses on the acquisition and application of knowledge in the context of service management practices.
   
• The competencies obtained from the Master in International Service Management will allow you to introduce innovative service provision and contribute to the continuing success of service organisations.
   
• The programme is taught in groups of between 12 and 25 participants from a variety of countries to enhance exchange of experiences between different cultures.

Objectives

• Acquisition of in-depth knowledge in a specific area of service management.
• Acquisition of service management research skills.
• Development of professional, academic, and personal competencies.

Overview

For whom  Language 
English

Start
End of August and end of January (location Leeuwarden)