Numbering Code	U-ECON00 20020 SJ43	Year/Term	2022 ・ Second semester
Number of Credits	2	Course Type	Seminar
Target Year	2nd year students	Target Student
Language	Japanese	Day/Period	Mon.4
Instructor name	WAKABAYASHI NAOKI (Graduate School of Management Professor)
Outline and Purpose of the Course	Study of Service Management II In recent years, the service industry has come to occupy a larger share of the Japanese economy. In this seminar, we shall be considering the kind of business administration that is being used in the service industry, examining the characteristics of the strategies and innovations, which they utilize.
Course Goals	Understanding fundamental perspectives and concepts relating to service management.
Schedule and Contents	The relative size of the service sector in advanced economies such as Japan’s has increased in recent years. However, when it comes to management methodology, this sector is still using methods from the manufacturing sector. While the manufacturing sector works toward developing superior products and delivering them to the market, the service sector seeks to provide services to customers (i.e., to people and organizations). Moreover, the latter aims to deliver high quality services to customers when desired, and is constantly looking for ways to increase customer satisfaction. In this respect, the management of service delivery has its own particular characteristics with respect to methods, strategy, customer management, organization, and other various aspects. Furthermore, even in the manufacturing sector, attention has increasingly shifted away from the products themselves, and toward the importance of improving the kinds of extra services, which increase a product’s added value. While attending to this present day context, we shall be reading and discussing various works on the characteristics of how service management is conducted as a whole, as well as on value creation. As necessary, we will also be considering representative cases of the service sector, and organizing field trips. 1. The nature of competitive superiority in service delivery 2. Characteristics of innovation in service management 3. Examination of representative cases of service management
Evaluation Methods and Policy	Grades will be awarded on the basis of whether a student has developed a fundamental understanding of service management. As this class is a seminar, students will need to attend and proactively participate in discussions and seminar work in order to secure 30% of the grade. 60% is awarded on the basis of the contents of a report. Finally, 10% will be awarded for a report on a field trip. Students who miss more than 30% of the classes without permission will fail the unit.
Course Requirements	3rd and 4th year students should have also enrolled during the first semester.
Study outside of Class (preparation and review)	Students are required to study the textbook beforehand. In order to actively participate in the class, students should use resources such as the Nikkei BP database, and look at the management information available.
Textbooks	Textbooks/References	Instructed during class. Other texts will be listed later.
References, etc.	Introduced during class