GBP (Global Business Program)

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MAN300FB-A5531（経営学 / Management 300）
Service Management

Junko KIMURA

Class code etc
Faculty/Graduate school GBP (Global Business Program)
Attached documents
Year 2023
Class code A5531
Previous Class code
Previous Class title
Term 春学期授業/Spring
Day/Period 木3/Thu.3
Class Type
Campus 市ヶ谷 / Ichigaya
Classroom name 市BT‐0802
Grade 2～4
Credit(s) 2
Notes
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
SDGs CP
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
専門科目／Intermediate/Advanced Courses of Business Administration

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Outline and objectives

The theme of this class is to research and understand Service Management theories from both Marketing and consumer behavior perspectives.

Organizations and companies would differentiate themselves from competitors only when they create customer values. The students of this class learn the logic of value creation.

Goal

By actively participating in this class, students can acquire the following skills:
1) bridge theories to specific phenomena
2) think logically
3) use qualitative methodologies for research, and
4) argue and explain theoretical and practical findings to others

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

This course is fairly related to the "DP1-1", "DP2-1", "DP2-2" and "DP3" 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. ）

Class starts at 13:10 on Thursday.
Please contact the instructor at kimura@hosei.ac.jp when you have any problems or concerns.

Feedback will be given back to the students verbally in class and grading (D to S)for each assignment and activity, including active discussion in class.

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Recently many researchers in Marketing focus on Service Management regarding it as competitive advantage. Not only service industry but also manufacturers and retailers try developing and innovating business model for creating customer value.

Using specific phenomena related to customer value creation in Japan and other countries, students will learn theoretical frameworks and apply them to the phenomena to explain the reality.

Students will use qualitative methodologies, mainly interviews and fieldwork to gather primary data to make presentations by using their own legs. (Students will not be permitted to use secondary data from the Internet unless it is statistical data.)

Assignments will be given and each student will make his/her own presentation respectively. Group projects will be assigned for the final presentation. Each group will choose one product/service and research how the company was successful in Service Profit Chain perspective.

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

あり / Yes

Fieldwork in class

あり / Yes

Schedule

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

※各回の授業形態は予定です。教員の指示に従ってください。

1[オンライン/online]：Introduction

Basic Concepts of Marketing: From Product Oriented to Customer oriented Marketing

2[対面/face to face]：What is Marketing?

Basic Concepts of Marketing: Creating Customer Value

3[対面/face to face]：Marketing myopia

Avoid Marketing Myopia

4[対面/face to face]：Marketing myopia

Creating customer value

5[対面/face to face]：Service Profit Chain

Theoretical framework of Service Profit Chain:Understanding Theory

6[対面/face to face]：Service Profit Chain

Theoretical framework of Service Profit Chain: Application

7[対面/face to face]：Midterm Presentation

Students groups present their research question and findings

8[対面/face to face]：Service Innovation

Case Study: CRAI (1/2)

9[対面/face to face]：Service Innovation

Case Study: CRAI (2/2)

10[対面/face to face]：Intercultural Service Management

Case Study: Panasonic and Fnac (1/2)

11[対面/face to face]：Intercultural Service Management

Case Study: Panasonic and Fnac (2/2)

12[対面/face to face]：OMOTENASHI

Case Study: Kyoto KAGAI (1/2)

13[対面/face to face]：OMOTENASHI

Case Study: Kyoto KAGAI (2/2)

14[対面/face to face]：Final Presentation

Students groups present their research and findings

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

Students need to contribute to class discussions by conducting

1) Project meetings with group members outside classroom
2) Fieldworks
3) Interviews toward consumers and companies

Preparatory study and review time for this class are 2 hours each.

Textbooks

No textbooks

References

Materials would be distributed in class.

Grading criteria

Grade is decided with three components
1) Class Participation (Arguments and remarks you make in class)70%
2) Group Project (peer evaluation) 20%
3) Individual Assignment 10%

Those who use smartphone and/or PC while other students are working/presenting will be downgraded as it is inpolite and shows the disrespect to others.

Changes following student comments

1) Each student's contribution to group work varies and we should solve the issue adding new criteria such as "individual's contribution on the group.

2) The students of the previous semester were pleased to work on the group project with actual company (BARILLA Japan) and argue with the practitioners would find another company for collaboratively work on a certain issue.

Equipment student needs to prepare

Personal Computer with PPT and WORD

Others

Using smartphone and/or PC are not allowed unless the instructor assigns the work with it. It is not polite and shows your disrespect to the class to ignore the classmates and the instructor.

Prerequisites

Introduction to Marketing and Principles of Marketing are recommended to be studied as prerequisites.

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.