Service and System Thinking
Department of Computer Systems and Communications
Academic Year: 2016-2017
Francesco Caputo
fcaputo@mail.muni.cz
Introduction
Learning objectives: Course aims to offer to students the opportunity to develop a strong conceptual
framework to see problems in holistic way and to appreciate different viewpoints. Following the pathway
traced by the course of PA194 - Introduction to Service Science, the course will develop a broad range of
critical and reflective thinking skills. In this direction, it aims to help the student in developing a multi
and transdisciplinary capability to better understand risks and opportunities for IT professionals in
emerging social and economic scenario. Final aim is to support students to be more competitive both
from theoretical as well as from practical point of view.
Course contents: The course will offer to the student first elements about: - Service Marketing - System
Approaches - Market Analysis - Stakeholder Analysis - Satisfaction and Loyalty - Value co-creation Service
Management of human resources - Service Management of Information and Communication
Technology - Service Innovation in Service Networks - Measuring in Service Productivity
Teaching methods: Presentations + case studies
Assessment methods: Course requires to apply theoretical concepts learned during the lessons to
investigate social and economic sectors of our society. Students will identify a firm to analyze in order to
explain in which ways firm’s strategies and behaviors endow principles of service and system thinking.
Therefore, project work will require to students to verify in which way service and system thinking can
support a better understanding and evaluation of social and economic problems.
SUMMARY OF THE COURSE
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Cardoso, J., Fromm, H., Nickel, S., Satzger, G., Cham, R. (2015), Fundamentals of service
systems. Springer, New York.
Maglio, P.P., Kieliszewski, C.A., Spohrer, J.C. (2010). Handbook of service science. Springer,
London.
Hefley, B., Murphy, W. (2008). Service science, management and engineering: education for
the 21st century. Springer, New York.
BOOKS AND FUTURE READINGS
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Lessons:
Friday 10:00 – 11:50 (C511)
Consultation hours:
Room: B415
Monday: 12:00 – 13:00
SCHEDULE
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WEB PAGE: http://www.muni.cz/fi/people/239347