Managing Services (VIÐ174F)

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.

People, physical evidence, and Processes (VIÐ1A8F)

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.

Qualitative research methods (VIÐ184F)

The goal of the course is to give students insight into qualitative research methods, and their use in gathering and analysing data on the individual and organizational level. Students will be trained in defining a research problems and presenting them in a research question. Students will further plan and execute data gathering and analysing, as well as presenting the findings in a written report. Students will learn about the strengths and weaknesses of qualitative research so as to be able to choose the best method to study a given problem.

Measuring Service Quality (VIÐ284M)

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.

Strategic Management (VIÐ265F)

The course is designed, through lectures and discussion of the course material, to enable students to acquire knowledge of strategy and strategic management based on the diverse theoretical foundations that exist within the field. Through work with case studies and Icelandic real‑world examples, students are systematically encouraged to develop their skills and competencies in this area.

The course examines strategic management from several perspectives and across different types of organizations. Considerable attention is given to situational analysis and the assessment of both the external and internal environment, the formulation of strategy, and the practical implementation and progression of strategic work. The course delves into strategy from viewpoints including innovation, mergers, collaboration, power, and stakeholder interests.

The teaching approach reflects the understanding that learning is a process aimed at improving competence, where course content, context, and learning progression interact. All activities in the course are designed to support students in achieving the best possible learning outcomes — although success naturally depends on the student’s engagement and consistent effort.

Service Design and Consulting (VIÐ298F)

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.

MS Thesis (ÞST401L)

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.