EXPORT-ORIENTED MANAGEMENT - IMC Fachhochschule Krems

2 nd Semester (SPRING)
Service Design
Semester Hours per week Subject code ECTS
Spring 2 SERD 4
Course Description
� Definition of terms and concepts, difference between Experience Design and
Service Design
� Application areas for Service Design
� Methods for the design of new, or further development of existing touristic
products and services: classical methods (process management) and new
methods (storyboarding, storytelling, co-design, context panorama, evidencing,
etc.)
� Service Design processes
� Roles in Service Design
� Integration of Service Design into tourism companies
� Service Design strategies for tourism companies and organizations
� Examples of successful Service Design
Literature
� Lockwood, T. (2009). Design Thinking: Integrating Innovation, Customer
Experience, and Brand Value. Allworth Press.
� Mager, B., Gais, M. (2009). Service Design. Köln, Weimar, Wien: UTB
� Margolin, V., Buchanan, R., Margolin, V., (1996): The Idea of Design: MIT Press.
� Miettinen, S., Koivisto, M. (2009): Designing Services with Innovative Methods.
Helsinki: University of Art and Design.
� Quesenbery, W., Brooks, K. (2010): Storytelling for User Experience. Crafting
Stories for Better Design. Rosenfeld Media
Marketing & Communication Management
Semester Hours per week Subject code ECTS
Spring 3 MCM 5
Course Description
� Marketing management with focus on planning convergent campaigns
� Market analysis
� Marketing controlling and -evaluation
� Event marketing
� Promotion / advertising (Print, Radio, TV)
� Sales promotion
� Direct marketing
� Public relations / media
� Key Account Management
Literature
� Chaffey, D. (2006): Internet Marketing: Strategy, Implementation and Practice.
Prentice Hall.
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