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 27th, 2017

Exercise: June 7th and 8th, 9:00 – 16:00, 0.222/3 and June 16th, 9:00 – 15:00, H4

Tutorium: Thursday, 10:30 – 12:00, LG 4.435, beginning on April 27th, 2017 – Tutor: Nicole Spanjer (nicole.spanjer@fau.de)

Course registration

Please register for the course by sending an e-mail (including your full name, matriculation number and course of studies) to Nicole Spanjer (nicole.spanjer@fau.de) until April 28th, 2017.

Grading and Exam ID

Written exam and assignment (5 ECTS)

70817 (written exam), 70818 (assignment)

The written exam will take place on July 24th at 8:00 in room H4.

Lecture Notes and LoDs

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