Managing Services

Universidad Autónoma de Barcelona

Course Description

  • Course Name

    Managing Services

  • Host University

    Universidad Autónoma de Barcelona

  • Location

    Barcelona, Spain

  • Area of Study

    Management, Peace and Conflict Studies

  • Language Level

    Taught In English

    Hours & Credits

  • Contact Hours

  • Recommended U.S. Semester Credits
  • Recommended U.S. Quarter Units
  • Overview


    The service business industry has positioned itself like one of the main economic engines of the first world countries (mainly in Europe and the US). Due to this fact, it is really important analyse deeply the drivers that impact in the service business.

    This course presents a deep analysis in terms of interrelations which exist between marketing processes, operations, logistics and human resources in the services industry.

    The course will analyse many differences in the concept of efficiency, quality, personal touch and other variables between the US, Europe and Asia. The international perspective will evaluate the most important issues to take into account in the services industry in different countries and clusters.



         - Fluent in English



    Unit 1: The world of services.

    Unit 2: Fundamentals of Services Marketing Management.

    Unit 3: Buyer Behaviour and Segmentation.

    Unit 4: Service relationships and Brands.

    Unit 5: Service Quality.

    Unit 6: Market Strategies for Service Organizations.

    Unit 7: Internationalising Services.

    Unit 8: Services and E-Services.

    Unit 9: Service Innovation.

    Unit 10: People, Process and Physical Evidence.

    Unit 11: Creating the Service Experience: Price, Promotion and Place.

    Unit 12: Implementation and Control

    Unit 13: Case Studies.
         - Risk has no religion.
         - Low cost, no frills airlines.
         - Starbucks.
         - Benihana of Tokyo

Course Disclaimer

Credits earned vary according to the policies of the students' home institutions. According to ISA policy and possible visa requirements, students must maintain full-time enrollment status, as determined by their home institutions, for the duration of the program.

ECTS (European Credit Transfer and Accumulation System) credits are converted to semester credits/quarter units differently among U.S. universities. Students should confirm the conversion scale used at their home university when determining credit transfer.

Please reference fall and spring course lists as not all courses are taught during both semesters.

Availability of courses is based on enrollment numbers. All students should seek pre-approval for alternate courses in the event of last minute class cancellations


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