Leadership in Service Innovation (MGT553)

In an increasingly volatile, uncertain, complex and ambiguous business environment, organisations need to focus on leadership, innovation, customer experience and service excellence to gain a competitive advantage. This course examines best practices in business leadership, innovation, service management and customer experience design. It helps students develop the transformational mind-set and leadership skills needed to succeed in the changing market landscape. Students will learn about the environmental changes that led to an experience-based value model which demands that leaders have a strong background in customer experience, value co-creation, and change management to ensure that they are well prepared for the future and ready to maximise organisational resilience and continuous innovation.

• Customer Experience Foundations
• Value Creation in Service
• Principles of Service Innovation
• Service Design Thinking
• Crafting a Service Innovation Culture
• Service Interaction in a Digital World

• Design a customer journey map and understand the role of technology in transforming the customer experience
• Appraise the key elements of value co-creation and understand the importance of the service ecosystem
• Prioritise the importance of service design thinking principles, processes, methods and tools used in the design and delivery of service innovative in sustainable service experiences
• Recommend various blended approaches as well as emerging and advanced technologies including artificial intelligence, robotics, augmented and virtual realities and digital media to enhance service interaction across sectors
• Propose ideas from multiple perspectives to identify reasoning in a variety of fields with differing assumptions, contents and methods
• Create the organisation’s projected brand and reputation with the customer
• Examine emerging technology trends for new technological products, services and techniques