Focus on services has become central to all organisations and areas of business. Whether we look at business companies or non-profit organisations in production, retail, or some form of intermediary function, service is what connects them with their customers. Successful organisations strive to create competitive service systems and infrastructure in order to optimise customer experiences. In this process it is crucial to understand customers’ needs and expectations but also to recognise how these services best generate value for both customer and service provider.
This Helsinki Summer School course highlights different aspects of design in contemporary service marketing.
The students will learn how organisations create spaces, service processes and infrastructure to improve their operations. They will also learn how various creative expressions such as visual communication, music and performance can help organisations enhace their products and brands.
After taking the course, the students can
The course consists of lectures, readings, class discussions, case studies, individual and group assignments, presentations, and an exam. The learning method is interactive, focusing on discussion and creative participation. As service design is a interdisciplinary field of study, students with different educational backgrounds related to marketing, service and design are encouraged to enrol!
Lectures, discussions in class, field exercise, written assignments.
Articles, max. 200 pages, to be specified by the instructor and examiner.
For basics in service marketing:
Pre-course essay (10%)
Group assignments with presentations (40%)
Written exam (40%)
Examiner: Johanna Gummerus, Ph.D. (Econ), Assistant Professor
Instructor: Virpi Näsänen, M.Sc. (Econ)
Please direct any questions concerning the content of this course to the coordinator, Ms. Virpi Näsänen, virpi.nasanen(at)hanken.fi.
Any questions on the general arrangements (accommodation, scholarship, etc.) should be addressed to the Summer School's office at summer-school(at)helsinki.fi.
Students with different educational backgrounds related to marketing, service and design are encouraged to enrol!
Hanken School of Economics, City Center
The closest accommodation option is Eurohostel, 20 min. from the course location on foot.