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n.BA.FM.SVM.17HS (Service Value Management) 
Module: Service Value Management
This information was generated on: 24 April 2025
No.
n.BA.FM.SVM.17HS
Title
Service Value Management
Managed by
Christian Coenen
Credits
4

Description

Version: 1.0 start 01 August 2017
Study programme Facility Management
Courses/Weighting
Code Name of course Weighting
n.BA.FM.SeMa2.17HS.V Services Marketing 2 50%
n.BA.FM.FMM.17HS.V Facility Management Marketing 50%
     
     
     
     
Status Elective module
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Entrance requirements -
Follow-up modules -
Comments This module is being offered in the 5th or 6th semester.
Telephone +41 (0)58 934 56 30
Email christian.coenen@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module
Course: Facility Management Marketing
No.
n.BA.FM.FMM.17HS.V
Title
Facility Management Marketing
Managed by
Christian Coenen

Description

Version: 1.0 start 01 August 2017
Status Elective Course
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Total workload in lessons
Semester 5. / 6. Semester
Lectures 20
Coached selfstudy 20
Autonomous selfstudy 20
Total workload 60
Lecturer(s),
Speaker(s),
Associate(s)		 Prof. Dr. Christian Coenen
Learning outcomes and competencies After completing the course, students are able to apply the methods of the three areas of FM-services marketing. They further deepen their marketing understanding from the general marketing courses and recognize the special importance of interactive and internal marketing in FM.
Course content Facility managers' general task is about enabling business by providing services and real estate for organizations. Thus, they are faced with the challenge of providing a good service to clients, customers and users. This challenge exists across the entire value chain of the FM,i.e. the typical B4B4C industry. Both external customer needs and internal organizational requirements must be taken into account. Building on the service marketing triangle, students will understand the meaning and the relevant methods of external, interactive and internal service marketing within the FM context.
Language of instruction German
Expected attendance no
Assessment Written module exam at the end of the semester 100%, 45 minutes

If fewer than 5 students are required to resit the written exam, this can be changed from a written to an oral exam at the request of the lecturer concerned and with the written agreement of the students.(Please advise pruefungsadmin.lsfm@zhaw.ch of any exam modification; a form is available from the Registrar's Office)
Bibliography will be provided at the beginning of the course
Entrance requirements Services Marketing 1
Follow-up courses -
Comments -
Telephone +41 (0)58 934 56 30
Email christian.coenen@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module
Course: Services Marketing 2
No.
n.BA.FM.SeMa2.17HS.V
Title
Services Marketing 2
Managed by
Christian Coenen

Description

Version: 1.0 start 01 August 2017
Status Elective Course
*Type C Core course/module
Regulations applicable RPO, 29 January 2008, School of Life Sciences and Facility Management Academic Regulations, 15 Dec. 2009, Annex for the Bachelor of Facility Management degree programme
Total workload in lessons
Semester 5. / 6. Semester
Lectures 20
Coached selfstudy 20
Autonomous selfstudy 20
Total workload 60
Lecturer(s),
Speaker(s),
Associate(s)		 Prof. Dr. Christian Coenen
Learning outcomes and competencies After attending the course, students are able to understand the relevance of a service-oriented management and to react to the challenges from a management perspective
Course content Building on the foundations of the Services Marketing 1 course, this course deals with further content on the topic of service marketing and service value management. Topics such as customer needs, service quality, customer satisfaction, service excellence and servicescaping are also taken into account. Service design, service theater, service delivery in an intercultural contaxt or service technology. In addition to the classic topic-focussed lecturing, also individual exercises, group tasks, interactive theater and guest lectures complete the didactic program.
Language of instruction German
Expected attendance no
Assessment Written module exam at the end of the semester 100%

If fewer than 5 students are required to resit the written exam, this can be changed from a written to an oral exam at the request of the lecturer concerned and with the written agreement of the students.(Please advise pruefungsadmin.lsfm@zhaw.ch of any exam modification; a form is available from the Registrar's Office)
Bibliography will be announced in the course.
Entrance requirements Services Marketing 1
Follow-up courses -
Comments -
Telephone +41 (0)58 934 56 30
Email christian.coenen@zhaw.ch

*Type:
C Core course/module
R Related course/module
M Minor course/module