This programme is designed to meet employers’ demands for increased knowledge of service management. A large part of the economy is based on services, both the public and private sectors, and there is a growing demand for these professional skills.
The programme is made up of:
The subject of the thesis must be one of the many areas of management considered specific to service management.
Students should be able to demonstrate knowledge, skills and competencies related to a range of methods and theories in service management.
Students are expected to work independently from the start of the programme, to manage their own work and time and to meet all set deadlines.
Courses are taught in blocks of seven weeks. Two courses are taught during each block. Final exams are held in the eighth week.
The programme is taught in Icelandic.
The programme aims to provide students with a thorough understanding of service management and both practical and research skills.
Completing the programme allows you to apply for doctoral studies.
The requirements for admission are a BA, B.Ed or BS degree from university. As a general rule, applicants shall have completed their undergraduate studies with a first-class GPA (7.25 or above). Students are admitted to the programme based on their previous studies and work experience.
90 ECTS credits have to be completed for the qualification, including a thesis of 30 ECTS.
Further information on supporting documents can be found here
Check below to see how the programme is structured.
This programme does not offer specialisations.
In this course, students will acquire good and practical knowledge of service management. The course covers the key aspects of service management theories, not least regarding the design and provision of services.
There is a strong emphasis on working with case studies in the context of practical solutions. The success and satisfaction of students depends on their preparation and participation in classes.
The course provides insight into the theories and the generations of theoretical development in Services Management. During the course the students do research on how service organisations in Iceland are working on their service activities and introduce the results in class. The key issue in this course is engaged involvement and active participation of all involved.
The basis of the course is the Servuction model, which covers the factors, both tangible and intangible, that influence customers’ experiences of the services provided. Intangible factors are the systems, strategies, and arrangements related to the service, while the tangible factors are the physical evidence, servicescape, and people who are involved in the service delivery.
The goal of the course is to give students insight into qualitative research methods, and their use in gatherin and analysing data on the individual and organizational level. Stuents will be trained in defining a research problems and presenting them in a research question. Students will further plann and execute data gethering and analysing, as well as presenting the findings in a written report. Students will learn about the strenghts and weaknesses of qualitative research so as to be able to chose the best method to study a given problem.
The objective of the course is for students to be able to prepare, implement, and utilize the results of service quality measurements in prioritizing improvements. The course is based on quantitative methodology and students’ ability to use statistics according to the methodology of social science.
The aim of the course is through lectures, class discussions and teaching material to get the students to develop knowledge, skills and capabilities in strategy and strategic management. In addition to the reading material the course focuses on cases and examples from the business environment in Iceland. An emphasis is put on different theoretical perspectives in the course and different types of organisations. The approach to teaching is based on interactive participation, openess and inclusiveness. Empowerment of the student is the main goal – and for that to be realized it is necessary for all the participants to be fully committed to the course
In this course, students will acquire good and practical knowledge of service design and consulting. The course covers the key aspects of service design methods and service design thinking. The course also covers important elements of business consulting and methods of facilitating design projects.
There is a strong emphasis on working on design assignments in the context of practical solutions. The success and satisfaction of students is dependent on their preparation and participation in classes.
The course provides insight into the use or potential use of design management in service settings. During the course the students do research on how service design is making an impact on organizational service activities and introduce the results in class. The key issue in this course is engaged involvement and active participation of all involved.
The topic of the master's thesis must be chosen after consulting the thesis advisor(s), who must be full-time faculty at the School of Business. The thesis amounts to 30 credits and must be presented at a departmental seminar. The thesis must be submitted online no later than the specified dates that are announced before each graduation. Grades for a master's thesis are awarded by the thesis advisor(s) and an outside reader.
In this course, students will acquire good and practical knowledge of service management. The course covers the key aspects of service management theories, not least regarding the design and provision of services.
There is a strong emphasis on working with case studies in the context of practical solutions. The success and satisfaction of students depends on their preparation and participation in classes.
The course provides insight into the theories and the generations of theoretical development in Services Management. During the course the students do research on how service organisations in Iceland are working on their service activities and introduce the results in class. The key issue in this course is engaged involvement and active participation of all involved.
The basis of the course is the Servuction model, which covers the factors, both tangible and intangible, that influence customers’ experiences of the services provided. Intangible factors are the systems, strategies, and arrangements related to the service, while the tangible factors are the physical evidence, servicescape, and people who are involved in the service delivery.
The goal of the course is to give students insight into qualitative research methods, and their use in gatherin and analysing data on the individual and organizational level. Stuents will be trained in defining a research problems and presenting them in a research question. Students will further plann and execute data gethering and analysing, as well as presenting the findings in a written report. Students will learn about the strenghts and weaknesses of qualitative research so as to be able to chose the best method to study a given problem.
The objective of the course is for students to be able to prepare, implement, and utilize the results of service quality measurements in prioritizing improvements. The course is based on quantitative methodology and students’ ability to use statistics according to the methodology of social science.
The aim of the course is through lectures, class discussions and teaching material to get the students to develop knowledge, skills and capabilities in strategy and strategic management. In addition to the reading material the course focuses on cases and examples from the business environment in Iceland. An emphasis is put on different theoretical perspectives in the course and different types of organisations. The approach to teaching is based on interactive participation, openess and inclusiveness. Empowerment of the student is the main goal – and for that to be realized it is necessary for all the participants to be fully committed to the course
In this course, students will acquire good and practical knowledge of service design and consulting. The course covers the key aspects of service design methods and service design thinking. The course also covers important elements of business consulting and methods of facilitating design projects.
There is a strong emphasis on working on design assignments in the context of practical solutions. The success and satisfaction of students is dependent on their preparation and participation in classes.
The course provides insight into the use or potential use of design management in service settings. During the course the students do research on how service design is making an impact on organizational service activities and introduce the results in class. The key issue in this course is engaged involvement and active participation of all involved.
The topic of the master's thesis must be chosen after consulting the thesis advisor(s), who must be full-time faculty at the School of Business. The thesis amounts to 30 credits and must be presented at a departmental seminar. The thesis must be submitted online no later than the specified dates that are announced before each graduation. Grades for a master's thesis are awarded by the thesis advisor(s) and an outside reader.
Changes may occur for the autumn semester in August and September and for the spring semester in December and January. You will find your final timetable in Ugla when the studies start.
Note! This timetable is not suitable for planning your work schedule if you are a part-time employee.
The University of Iceland collaborates with over 400 universities worldwide. This provides a unique opportunity to pursue part of your studies at an international university thus gaining added experience and fresh insight into your field of study.
Students generally have the opportunity to join an exchange programme, internship, or summer courses. However, exchanges are always subject to faculty approval.
Students have the opportunity to have courses evaluated as part of their studies at the University of Iceland, so their stay does not have to affect the duration of their studies.
Graduates will have a wide range of career opportunities in all major sectors of the Icelandic economy.
This list is not exhaustive.
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If you still have questions, feel free to contact us.
The School office offers support to students and lecturers, providing guidance, counselling, and assistance with various matters.
You are welcome to drop by at the office in Gimli or you can book an online meeting in Teams with the staff.
