International Service Management – (M.Sc.)

Service management builds the organisation´s structure, strategies, processes and culture around the customer. A focus on products rather than services, misunderstanding customer expectations, resistance within the organisation, lack of employee commitment, service gaps (between customer expectations and experience), and a lack of necessary management skills are common problems for organisations aiming to develop effective customer focused strategies.

Another aspect is the international character of services in which cultural differences concerning service provision and quality of life are playing an important role.

The Master programme in International Service Management is designed to help organisations meet these challenges. It takes an integrated approach to service management, including marketing and communication, human resource management, quality management and the financial and technological aspects of service delivery. The programme takes a broad perspective on service delivery, including aspects of sustainability, intercultural communication and leadership skills.