The course will be based on a combination of lectures, in-class learning exercises, field-work exercises and projects developed to foster group- and individual learning. Some lectures may be accompanied by guest lecture(s) by service marketing practitioners.

The final grade in course Service marketing, 7.5 credits, consists of three components:

1. Individual in-class participation grade (20% of the final grade)
2. Group based report (essay) on field exercise (mystery shopping assignment) (20% of the grade)
3. Group based final project report (60% of the grade)

Each of the three components will be graded on the scale of 0-100 points.

Students will be graded for their inputs in the learning process through their participation in the classes (20% of the final grade). As a part of the learning process students are required to participate in the class exercises which have multiple forms designed to encourage discussion, apply theory in practice and present students’ project(s). Some examples of in-class exercises include discussions of examples, discussion of case-studies, in-class quizzes, solution exercises, Power-point presentation of findings etc. In-class learning exercise aim to engage students using both online and offline channels.

During the semester, two (2) group based written reports are planned in which students should recognize/apply service marketing concepts in practice. In the first essay, the students (in groups up to three students) are required to conduct a mystery shopper evaluation of a service of their choice and write a short essay/report of their findings (which together accounts for 20% of the final grade). The group would present those findings in the class, as the part of the class exercise.

Lastly, 60% of the final grade is awarded to the final project (final paper) in which students in a group of maximum three (3) students need to apply assigned service marketing concepts and tools on practical business example(s). Note that the final project will be co-graded by an external examiner, a professor outside the BI, to secure the objectivity.

According to BI’s grading policy, the mapping from numerical grades to letter grades should be done at the end of the course using the following scale: 75-100= A; 65-74=B; 55-64= C; 45-54=D; 35-44= E; 0-34=F

Additional information on all aspects of the course will be given during the class and on It's Learning webpage of the course.

Partial grades the three components (in the form of 0-100 points) will be translated into the final grade according to the following calculation:

Points obtained at Quiz(0-100)*0,20 + Points obtained in First essay(0-100)*0,2 + Points obtained in Final project(0-100)*0,6 = Overall number of points (0-100),

The overall number of points is to be translated to letter grades as follows:

75-100= A;

65-74=B;

55-64= C;

45-54=D;

35-44= E;

0-34=F

This means that it is possible to “miss” one component (e.g. quiz, in which case the student obtains zero points on that component) and still pass the overall course (if the overall number of points obtained across all components is 35 points and higher).

All support materials and dictionary may be used for the assignments/project, in accordance to the anti-plagiarism rules at BI.

Students are required to use the learning platform It's Learning and the Internet.

At re-sit all exam components must, as a main rule, be retaken during next scheduled course.