Leadership in Service Innovation

Singapore University of Social Sciences

Leadership in Service Innovation (MGT553)

Synopsis

In an increasingly volatile, uncertain, complex and ambiguous business environment, organisations need to focus on leadership, innovation, customer experience and service excellence to gain a competitive advantage. This course examines best practices in business leadership, innovation, service management and customer experience design. It helps students develop the transformational mind-set and leadership skills needed to succeed in the changing market landscape. Students will learn about the environmental changes that led to an experience-based value model which demands that leaders have a strong background in customer experience, value co-creation, and change management to ensure that they are well prepared for the future and ready to maximise organisational resilience and continuous innovation.

Level: 5
Credit Units: 2.5
Presentation Pattern: Every semester
E-Learning: BLENDED - Learning is done ENTIRELY online using interactive study materials in Canvas. Students receive guidance and support from online instructors via discussion forums and emails. There are no face-to-face sessions. If the course has an exam component, this will be administered on-campus.

Topics

Customer Experience Foundations
Value Creation in Service
Principles of Service Innovation
Service Design Thinking
Crafting a Service Innovation Culture
Service Interaction in a Digital World

Learning Outcome

Design a customer journey map and understand the role of technology in transforming the customer experience
Appraise the key elements of value co-creation and understand the importance of the service ecosystem
Prioritise the importance of service design thinking principles, processes, methods and tools used in the design and delivery of service innovative in sustainable service experiences
Recommend various blended approaches as well as emerging and advanced technologies including artificial intelligence, robotics, augmented and virtual realities and digital media to enhance service interaction across sectors
Propose ideas from multiple perspectives to identify reasoning in a variety of fields with differing assumptions, contents and methods
Create the organisation’s projected brand and reputation with the customer
Examine emerging technology trends for new technological products, services and techniques