{"id":3039,"date":"2023-06-07T02:15:44","date_gmt":"2023-06-06T23:15:44","guid":{"rendered":"https:\/\/www.ba.ihu.gr\/?post_type=course&#038;p=3039"},"modified":"2025-09-22T10:49:33","modified_gmt":"2025-09-22T07:49:33","slug":"%ce%b306","status":"publish","type":"course","link":"https:\/\/www.ba.ihu.gr\/en\/courses\/%ce%b306\/","title":{"rendered":"Service Systems Design"},"author":6,"template":"","meta":[],"semester":[68],"course_type":[14],"acf":{"code":"\u039306","semester":[68],"level":"1","teaching_activities":{"activity_1":{"description":"Lectures and Practice\/Exercises","weekly_hrs":3,"ects":5},"activity_2":{"description":"","weekly_hrs":"","ects":""},"activity_3":{"description":"","weekly_hrs":"","ects":""},"activity_4":{"description":"","weekly_hrs":"","ects":""},"activity_5":{"description":"","weekly_hrs":"","ects":""}},"type":14,"language":"Greek","erasmus":"\u039d\u03b1\u03b9","url":"","prerequisites":"","instructors":"","coordinator":"","content":"<ul>\r\n \t<li>The concept of service and the characteristics of services.<\/li>\r\n \t<li>Modern theories of Service Systems Management.<\/li>\r\n \t<li>The role of the customer in Service systems.<\/li>\r\n \t<li>The concept of value co-creation in Service Systems.<\/li>\r\n \t<li>The importance of customer experience in Service Systems.<\/li>\r\n \t<li>Product-service systems.<\/li>\r\n \t<li>The contribution of services to the creation of competitive advantage.<\/li>\r\n \t<li>The importance of the physical environment in servicescape design.<\/li>\r\n \t<li>Service design from the provider side: the service blueprinting method.<\/li>\r\n \t<li>Customer-side service design: the design of the customer experience and the customer's use of the service.<\/li>\r\n \t<li>An integrated Service Design framework.<\/li>\r\n \t<li>The role of IT in service design and delivery: smart services.<\/li>\r\n<\/ul>","goals":"The objectives of this course are:\r\n<ul>\r\n \t<li>To present the concepts and special features of service systems and to highlight the challenges of designing service systems.<\/li>\r\n \t<li>To highlight the main methods and modern approaches in the design and management of service systems.<\/li>\r\n<\/ul>\r\nUpon completion of the course students should be able to:\r\n<ul>\r\n \t<li>Know concepts and trends in the design and management of service systems.<\/li>\r\n \t<li>Understand contemporary approaches to service systems design, particularly in relation to the role of the customer, value co-creation and the importance of the customer experience.<\/li>\r\n \t<li>Differentiate the needs of the provider and the customer in the design of service systems and integrate the different perspectives through a coherent design framework.<\/li>\r\n \t<li>Apply alternative tools and techniques for the design of service systems that cover different perspectives and needs.<\/li>\r\n \t<li>Identify problems in the design of service systems and seek and propose solutions.<\/li>\r\n \t<li>Perceive and evaluate the opportunities offered by information technology in the design of service systems.<\/li>\r\n<\/ul>","skills":"to be filled","teaching_methods":"<ul>\r\n \t<li>Face to face.<\/li>\r\n<\/ul>","ict_usage":"<ul>\r\n \t<li>Online guidance.<\/li>\r\n \t<li>Slides Projection in the classroom.<\/li>\r\n \t<li>Use of E-mail and onlne communication systems.<\/li>\r\n \t<li>Use of e-learning system (moodle).<\/li>\r\n<\/ul>","teaching_organization":{"activity_1":{"description":"Lectures","workload":39},"activity_2":{"description":"Project","workload":32},"activity_3":{"description":"Personal Study","workload":54},"activity_4":{"description":"","workload":""},"activity_5":{"description":"","workload":""},"activity_6":{"description":"","workload":""}},"students_evaluation":"to be filled","bib_textbooks":"\u03a0\u03c1\u03bf\u03c4\u03b5\u03b9\u03bd\u03cc\u03bc\u03b5\u03bd\u03b7 \u0392\u03b9\u03b2\u03bb\u03b9\u03bf\u03b3\u03c1\u03b1\u03c6\u03af\u03b1:\r\n<ol>\r\n \t<li>\u039c\u03ac\u03c1\u03ba\u03b5\u03c4\u03b9\u03bd\u03b3\u03ba \u03a5\u03c0\u03b7\u03c1\u03b5\u03c3\u03b9\u03ce\u03bd, \u0391\u03c5\u03bb\u03c9\u03bd\u03af\u03c4\u03b7\u03c2 \u0393.,\u03a4\u03c3\u03b9\u03cc\u03c4\u03c3\u03bf\u03c5 \u03a1.,\u0393\u03bf\u03cd\u03bd\u03b1\u03c1\u03b7\u03c2 \u03a3., \u0395\u03ba\u03b4\u03cc\u03c3\u03b5\u03b9\u03c2 Broken Hill, 2015. \u039a\u03c9\u03b4\u03b9\u03ba\u03cc\u03c2 \u0392\u03b9\u03b2\u03bb\u03af\u03bf\u03c5 \u03c3\u03c4\u03bf\u03bd \u0395\u03cd\u03b4\u03bf\u03be\u03bf: 50657960.<\/li>\r\n \t<li>\u039c\u03ac\u03c1\u03ba\u03b5\u03c4\u03b9\u03bd\u03b3\u03ba \u03a5\u03c0\u03b7\u03c1\u03b5\u03c3\u03b9\u03ce\u03bd, Jochen Wirtz, Christopher Lovelock, \u0395\u03ba\u03b4\u03cc\u03c3\u03b5\u03b9\u03c2 \u0394\u03af\u03c3\u03b9\u03b3\u03bc\u03b1, 2018. \u039a\u03c9\u03b4\u03b9\u03ba\u03cc\u03c2 \u0392\u03b9\u03b2\u03bb\u03af\u03bf\u03c5 \u03c3\u03c4\u03bf\u03bd \u0395\u03cd\u03b4\u03bf\u03be\u03bf: 77118262.<\/li>\r\n \t<li>This is Service Design Thinking: Basics, Tools, Cases, by Marc Stickdorn and Jakob Schneide, Wiley, 1st ed., 2012.<\/li>\r\n \t<li>Service Design: From Insight to Implementation, Andy Polaine, Lavrans L\u00f8vlie, Ben Reason, Rosenfeld Media, 1st edition, 2013.<\/li>\r\n<\/ol>\r\n\u03a5\u03c0\u03bf\u03c3\u03c4\u03b7\u03c1\u03b9\u03ba\u03c4\u03b9\u03ba\u03ae \u03b2\u03b9\u03b2\u03bb\u03b9\u03bf\u03b3\u03c1\u03b1\u03c6\u03af\u03b1:\r\n<ol>\r\n \t<li>\u0391\u03bd\u03ac\u03c0\u03c4\u03c5\u03be\u03b7 \u039d\u03ad\u03c9\u03bd \u03a5\u03c0\u03b7\u03c1\u03b5\u03c3\u03b9\u03ce\u03bd: \u03a4\u03bf\u03c5\u03c1\u03b9\u03c3\u03bc\u03cc\u03c2 - \u03a5\u03b3\u03b5\u03af\u03b1 - \u0395\u03c0\u03b9\u03c7\u03b5\u03b9\u03c1\u03b7\u03bc\u03b1\u03c4\u03b9\u03ba\u03cc\u03c4\u03b7\u03c4\u03b1 \u2013 \u039a\u03b1\u03b9\u03bd\u03bf\u03c4\u03bf\u03bc\u03af\u03b1, \u03a6\u03ce\u03c4\u03b7\u03c2 \u03a7. \u039a\u03af\u03c4\u03c3\u03b9\u03bf\u03c2, \u039a\u03c9\u03bd\u03c3\u03c4\u03b1\u03bd\u03c4\u03af\u03bd\u03bf\u03c2 \u0396\u03bf\u03c0\u03bf\u03c5\u03bd\u03b9\u03b4\u03b7\u03c2, \u0395\u03ba\u03b4\u03cc\u03c3\u03b5\u03b9\u03c2 \u039a\u03bb\u03b5\u03b9\u03b4\u03ac\u03c1\u03b9\u03b8\u03bc\u03bf\u03c2, 2008. \u039a\u03c9\u03b4\u03b9\u03ba\u03cc\u03c2 \u0392\u03b9\u03b2\u03bb\u03af\u03bf\u03c5 \u03c3\u03c4\u03bf\u03bd \u0395\u03cd\u03b4\u03bf\u03be\u03bf: 13595.<\/li>\r\n \t<li>\u0394\u03b9\u03bf\u03af\u03ba\u03b7\u03c3\u03b7 \u03a0\u03b1\u03c1\u03b1\u03b3\u03c9\u03b3\u03ae\u03c2 \u03a0\u03c1\u03bf\u03ca\u03cc\u03bd\u03c4\u03c9\u03bd \u03ba\u03b1\u03b9 \u03a5\u03c0\u03b7\u03c1\u03b5\u03c3\u03b9\u03ce\u03bd, Nigel Slack, Stuart Chambers, Robert Johnston, \u0388\u03ba\u03b4\u03bf\u03c3\u03b7: 5\u03b7\/2010, \u0395\u03ba\u03b4\u03cc\u03c3\u03b5\u03b9\u03c2 \u039a\u03bb\u03b5\u03b9\u03b4\u03ac\u03c1\u03b9\u03b8\u03bc\u03bf\u03c2 [13655].<\/li>\r\n<\/ol>","bib_journals":"<ol>\r\n \t<li>Journal of Service Research.<\/li>\r\n \t<li>Journal of Service Management.<\/li>\r\n \t<li>Journal of Services Marketing.<\/li>\r\n \t<li>Journal of Service Management information.<\/li>\r\n \t<li>International Journal of Design.<\/li>\r\n \t<li>The Service Industries Journal.<\/li>\r\n \t<li>e-Service Journal.<\/li>\r\n \t<li>Journal of Service Science and Management.<\/li>\r\n \t<li>Ecosystem Services.<\/li>\r\n \t<li>Touchpoint - The Journal of Service Design.<\/li>\r\n \t<li>Journal of Design Research.<\/li>\r\n \t<li>International Journal of Design.<\/li>\r\n \t<li>Journal of Internet Services and Applications.<\/li>\r\n \t<li>Customer Services.<\/li>\r\n \t<li>System Analysis and Design.<\/li>\r\n<\/ol>"},"_links":{"self":[{"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course\/3039"}],"collection":[{"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course"}],"about":[{"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/types\/course"}],"author":[{"embeddable":true,"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/users\/6"}],"version-history":[{"count":22,"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course\/3039\/revisions"}],"predecessor-version":[{"id":5759,"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course\/3039\/revisions\/5759"}],"acf:term":[{"embeddable":true,"taxonomy":"course_type","href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course_type\/14"},{"embeddable":true,"taxonomy":"semester","href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/semester\/68"}],"wp:attachment":[{"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/media?parent=3039"}],"wp:term":[{"taxonomy":"semester","embeddable":true,"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/semester?post=3039"},{"taxonomy":"course_type","embeddable":true,"href":"https:\/\/www.ba.ihu.gr\/en\/wp-json\/wp\/v2\/course_type?post=3039"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}