Courses – Fakultet tehničkih nauka u Novom Sadu

Subject: Contemporary concepts in services management (17.IMDR26)

Type of studies	Title
Doctoral Academic Studies	Industrial Engineering / Engineering Management (Year: 2, Semester: Winter)

General information:

Category	Scientific-professional
Scientific or art field	Proizvodni i uslužni sistemi, organizacija i menadžment
ECTS	10

Introduction to selected field of service management, and helping students with their individual research work. Determining the development perspectives of service management, mastering current approaches and methods of research work driven towards improving efficiency and efectivity of service delivery process.

Getting to know current development trends and approaches in area of solving problems in service management. Students will be able to see problems and find quality and precise solutions to them using scientific and research methods in the field of service management. Development and improvement of creative component that student posses both in individual and team work.

Characteristics of services, service packet, service concept. Service quality planning driven by the uer demand. Service concept. Customer experience management. Customer care. Complaints management. Technologies of service delivery. Service lines management. Resource management in service delivery system. Productivity measurement in services. Analysis and improvement of service process, application of LEAN concept in services. SERDUCT concept. SERVQUAL concept

Student together with his mentor chooses one or more modules depending on their size. Lectures are performed in combined fashion (part theoretical approaches, part real life examples analysis) Consultation and tutoring is on the regular basis. By working alongside its mentor student will gradually learn how to write scientific papers.

Authors	Title	Year	Publisher	Language
Cooper, W.W., Seiford, L.M., Tone, K.	Data Envelopment Analysis: A Comprehensive Text with Models, Applications	2007	Springer	English
Haksever, C., Render, B., Russell, S. R., Murdick, G. R.,	Service management and operations	2000	Prentice Hall	English
Chang, C.,M.	Service Systems Management and Engineering	2010	Wiley	English
Kantola, J., Karwowski, W.	Knowledge Service Engineering Handbook	2017	CRC Press	English
Johnston, R., Clark, G.	Service Operations Management – improving Service Delivery	2005	Prentice Hall	English
Fitzsimmons, J. A, Fitzsimmons, M.J.	Service management : operations, strategy, and information technology - 8th ed	2013	McGraw-Hill, New York	English