Extent: 3 ECTS (80 h)
Timing: 3.-4. year of studies
Level: Free elective studies
Type: free elective
Basic and professional studies in the degree program
The aim of the course is to deepen the student’s knowledge of service organisations, their culture and management of change. After completing the course requirements, the student will
- be familiar with the organisational culture approach as a framework for research and development
- have a picture of utilizing organisational culture towards better service experiences
- be aware of cultural diversity in working life and organisations
- have acquired an aptitude for managerial work in multicultural work environments
- be familiar with practices and methods in managing change and leading development projects
- Corporate culture and organisational cuture: models and approaches used in improving quality of service - experiences
- Organisational development
- Managing change
- Leading innovation and development work
- The sociological and psychological background of organisational culture
- Cultural differences and their influence in service business and service management
The course material introduces a variety of approaches to (international) corporate culture.
Teaching and learning methods
Reading package (no class work). The assessment of one´s own learning 1h.
Three (3) of the following:
1. Schein, E.H. 2009. The Corporate Culture Survival Guide –sense and nonsense about culture change. Jossey-Bass Inc., San Francisco.
2. Hofstede, G. 2010. Cultures and Organizations: Software of the Mind: intercultural cooperation and its importance for survival. McGraw-Hill.
3. Trompenaars, F. and Hampden-Turner C. 2012. Riding the waves of culture: understanding diversity in global business. Nicholas Brealey, London.
4. Mead, R. 2005. International management: cross-cultural dimensions. Malden, Blackwell.
5. Saee, J. 2006. Managerial competence within the hospitality and tourism service industries: global cultural contextual analysis. Routledge, London.
6. Martinez, M. & Hobbi, B. 2008. Building a Customer Service Culture: The Seven Service Elements of Customer Success. IAP.
Additional –alternative- books may be included in agreement with the teacher; e.g. material supporting the student’s thesis work.
The course is evaluated on a scale excellent (5), very good (4), good (3), satisfactory (2), fair (1), fail (0). The assessment criteria is presented on a scale 1 - 3 - 5.
In a written response (essay form):
The book contents are visible in the responses and the student understands the meaning of cultural differences. The response is sporadic and not well organized, and some information may be missing or not dealt with at all.
The student shows ability to respond to presented problems based on learning from the materials. The student applies models and solutions presented in the materials. The response is organized, and responses – solutions address the presented problems.
A good understanding of the learned materials (chosen books) is visible, and the student applies the models and solutions in a creative manner. Responses include discussion between alternative models and alternative solutions, as well as assessment of the effects of the chosen line of action. Responses are clear and well structured.
Book examination 3x33,3 p = max. 100 p
A minimum acceptable (see above) response is required from each chosen book. Grading:
Grade 1 = 50/100 p, Grade 3 = 70/100 p, Grade 5 = 90-100/100 p.