GBP (Global Business Program)

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Special Topics in Global Business B


Class code etc
Faculty/Graduate school GBP (Global Business Program)
Attached documents
Year 2022
Class code A5545
Previous Class code
Previous Class title
Term 春学期授業/Spring
Day/Period 月5/Mon.5
Class Type
Campus 市ヶ谷 / Ichigaya
Classroom name 各学部・研究科等の時間割等で確認
Grade 1~4
Credit(s) 2
Open Program
Open Program (Notes)
Global Open Program
Interdepartmental class taking system for Academic Achievers
Interdepartmental class taking system for Academic Achievers (Notes)
Class taught by instructors with practical experience
Urban Design CP
Diversity CP
Learning for the Future CP
Carbon Neutral CP
Chiyoda Campus Consortium
Category 専門教育科目/Business Administration Courses
GBP科目/Global Business Courses

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Outline and objectives

This course is aimed to learn service management framework that for customer centric corporate management systematically, and understand service marketing /innovation through case study and discussions in groups and in workshops.
The advanced countries such as Japan, the United States, and European countries have achieved economic growth of service sector closed up to 70% of each GDP, and in order to sustain the growth and stimulate it, every government and various kinds of sector have accelerated to promote an innovation in servicing field. Even in the manufacturing sector, a commoditizing of the traditional technology has made it more important to differentiate individual organization from their rivals by the individual characteristic services than before ages.
Service innovation is an effort to continually create customer values which is indispensable for corporate management both in servicing sector and in manufacturing sector.
One of the models involving a factor of customer oriented service is the “Service Triangle”, in which service is composed of three cores ; “service strategy”, “service providing system”, and “human resources”.(Karl Albrecht)


Students will learn service management framework that for customer centric corporate management systematically, and understand service marketing /innovation through case study and discussions.
In addition, students will conduct case studies of service businesses in various industries to deepen their understanding of management issues and strategies.

Which item of the diploma policy will be obtained by taking this class?

This course is strongly related to the"DP1-1" and "DP2-2" diploma policies and fairly related to the "DP3" and "DP4" policies.

Default language used in class

英語 / English

Method(s)(学期の途中で変更になる場合には、別途提示します。 /If the Method(s) is changed, we will announce the details of any changes. )

The entire course will be delivered in an interactive manner, facilitating you to get involved in the class actively. You will have to work with your team members on discussions and tasks. You will have a comment report to submit at some classes and several team-presentations during the course. After the course ends, you will have to submit an essay.
I will give you my oral and/or written feedback on your assignments in class.

Active learning in class (Group discussion, Debate.etc.)

あり / Yes

Fieldwork in class

なし / No


授業形態/methods of teaching:対面/face to face


Rising service economy

Course overview
Grading Criteria
Why service is so important?

2[対面/face to face]:Service Management Framework 1

What is Service?
How Service is defined to be?

3[対面/face to face]:Service Management Framework 2

Service Taxonomy
Service Profit Triangle

4[対面/face to face]:Service Management Framework 3

What is Service Innovation?

5[対面/face to face]:Service Management Framework 4

What is Customer Satisfaction?
Customer Loyalty

6[対面/face to face]:Service Management Framework 5

Customer Experience Metrics
CLV Analysis

7[対面/face to face]:Service Business 1

Hotel Industry
The Ritz Carlton Case
KPI,Value Creation Cycle

8[対面/face to face]:Service Business 2

The Ritz Carlton

9[対面/face to face]:Service Business 3

Consulting Business
What is a professional service?

10[対面/face to face]:Service Business 4

Service Intensity Matrix
Service Gap Analysis

11[対面/face to face]:Service Business 5

Service Value Creation Cycle
Service Business Model

12[対面/face to face]:Service Business Project 1

Group Work
Service Business Study

13[対面/face to face]:Service Business Project 2

Group Presentation
Class Discussion

14[対面/face to face]:Service Business Project 3

Group Presentation
Class Discussion
Wrap Up

Work to be done outside of class (preparation, etc.)

Homework: preparations & reviews. Readings, Summarizing, Internet searching. Preparatory study and review time for this class are 2 hours each.




・James Teboul,Service is Front Stage,INSEAD Business Press,2006
(ISBN 978-0-230-00660-7)
・Joe Tidd and Frank M Hull,Service Innovation, Imperial College Press,2003
(ISBN-13 978-1-86094-367-6).
We will use supplementary materials from time-to-time, which will be made available as hand­outs and/or put on reserve at the university library.

Grading criteria

Students will be graded based on the following criterions.

50% Class Contribution ( Frequency and quality of remarks, presentation, Participation in the class discussion, etc.)
50% Homework Assignments, and Final Report(individual essay)

Late submission of assignments will result in a lowering of a student's grade.

Changes following student comments


Equipment student needs to prepare

PowerPoint may be used for the class presentation.


It is desirable to take basics such as corporate strategy theory and marketing theory.


The instructor worked as one of the management teams at a consulting firm and an IT company in the United States. This class focuses on the practice and theory of service management.

Upon threat level change

Please note that the teaching approach may vary according to which threat level we are at: at level 1, this course will be held on campus, though at level 2, it will be held online.