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Module Specifications

Archived Version 2022 - 2023

Module Title
Module Code

Online Module Resources

NFQ level 8 Credit Rating 5
Pre-requisite None
Co-requisite None
Compatibles None
Incompatibles None

The International Service Management module is developed in recognition of the fact that much of the world economy is dominated by services. Understanding the concepts of effective service management is essential for any student wishing to join and succeed in a service-oriented firm. The theme of the module is based on the understanding that service organizations (e.g. banks, transportation companies, consulting companies, hotels, hospitals, educational institutions, etc.) management require a distinctive approach than manufacturing organizations. Beginning with the service encounter, service managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. The module will provide a sound overview of the main theories and concepts in service management. It will differentiate between service production and manufacturing and, in particular, highlight the fact that services are, by definition, co-produced by customers and service provider. The module will also focus on different ways of improving service performance and creating value for customers while avoiding the pitfalls of an exclusive focus on financial indicators. In addition, the module will provide methods and tools to enable graduates to systematically analyse and improve potential gaps in the organisation’s service orientation.

Learning Outcomes

1. Familiarize themselves with the key service management concepts, the challenges of a service provider, and the principles of lean thinking
2. Understand new service development from both a product and process perspective
3. Demonstrate how ‘Lean Thinking’ can be integrated into a service management with dramatic and instant beneficial results.
4. To develop an awareness of the opportunities that information technology can have for enhancing service firm’s competitiveness.

Workload Full-time hours per semester
Type Hours Description
Lecture15Participation in formal lectures
Assignment Completion30Group Case Study
Independent Study45Pre and Post Lecture Independent Reading
Assignment Completion35No Description
Total Workload: 125

All module information is indicative and subject to change. For further information,students are advised to refer to the University's Marks and Standards and Programme Specific Regulations at: http://www.dcu.ie/registry/examinations/index.shtml

Indicative Content and Learning Activities

This module will provide brief understanding of the service management concepts in an International environment
Indicative Content: • The Role of Services in an Economy; • The Nature of Services; • Principles of Service Management; • Internationalization of Services • Understanding and Improving Service Quality; • Customer Service Process Design, Analysis and Improvement; • Managing The Service Profit Chain • The Lean Service Organization; • Service leadership and strategy;

Assessment Breakdown
Continuous Assessment% Examination Weight%
Course Work Breakdown
TypeDescription% of totalAssessment Date
Reassessment Requirement
Resit arrangements are explained by the following categories;
1 = A resit is available for all components of the module
2 = No resit is available for 100% continuous assessment module
3 = No resit is available for the continuous assessment component
Indicative Reading List

  • James A. Fitzsimmons, University of Texas at Austin Mona J. Fitzsimmons: 2011, Service Management: Operations, Strategy, Information Technology, 7/e, McGraw Hill, 0073403350
  • Christopher Lovelo: 2010, Services Marketing, 6/E, Pearson Education, 9788131725979
Other Resources

Programme or List of Programmes