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. Within the exercise you will be assigned to a group and develop an e-service together with your team members.


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.


Location and Date

Lecture: Thursday, 15:00 – 16:30, Müller Medien-Hörsaal (H6); beginning on April 12th, 2018

Exercise: TBD

Tutorium: TBD – Tutor: Sarah Miller (sarah.miller@fau.de)

Course registration

Please attend the first lecture to register for the course.

Grading and Exam ID

Lectures and exercises (5 ECTS)

70839 (written exam)

Lecture Notes and LoDs

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