Advanced Services Management


  1. You will get an overview of topics and emerging trends in services management and services research.
  2. Serving as a framework for services management, you will get to know the 4D-model including the dimensions service concept, client interface, service delivery system and technology.
  3. You will apply the 4D-model to different use cases in the areas of media, e-commerce, logistics, industrial services,  tourism, healthcare and retail.
  4. You will deepen your knowledge through integrated practical exercises. Within the exercise we will develop e-services interactively.

Course Structure

The course includes a lecture and an exercise. For the exercise you will have to read four papers that are related to the content of the lecture. In addition to the reading tasks there will some questions on each of the readings you should be able to answer. There will be a tutorial for every reading task where students can ask for support on the questions and elaborate the answers together in groups.


The course gives an introduction to services management and services science. Digital products and value added services are discussed as well as service technologies (e.g., self-service systems, multimedia and security systems). Characteristics of the dimensions service concept, client interface and service delivery are presented and applied to different use cases in the areas of  tourism, indistrial services, retail, e-commerce, and healthcare.



Lecture Exercise
25.04.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6)
02.05.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6)
09.05.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6)
16.05.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6) 16.05.2019, 16:45 – 18:15 LG 0.224
23.05.2019, No lecture
30.05.2019, No lecture
06.06.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6) 06.06.2019, 16:45 – 18:15 LG 0.224
13.06.2019, No lecture
20.06.2019, No lecture
27.06.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6) 27.06.2019, 16:45 – 18:15 LG 0.224
04.07.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6)
11.07.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6)
18.07.2019, 15:00 – 16:30 BISSANTZ-Hörsaal (H6) 18.07.2019, 16:45 – 18:15 LG 0.224

Course registration

Please attend the first lecture to register for the course. A registration to the course beforehand is not necessary.

Study material will be availible on StudOn: https://www.studon.fau.de/studon/goto.php?target=crs_2546084

Exam registration on MeinCampus is possible from 27.05.2019 until 14.06.2019

Grading and Exam

Lectures and exercises (5 ECTS)

70839 (written exam, 90 minutes)

The Exam will take place: Tuesday, 23.07.2019 at 16:45-18:15 in H4 (Lange Gasse 20)

Lecture Notes and LoDs

Information on access of lecture notes and Lecture-On-Demand packages will be given in the first lecture.