MSc. Service Management Newsletter no. 9
1st November 2013
Published by:
Center for Tourism and Culture Management
Prestigious award went to SEM lecturer Inside this issue: Intro Program
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AB Member Interview
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Graduation Ceremony
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Nadia Villadsen
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Advisory Network event
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Hotel Industry Analasys
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TCM Activities
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The purpose of this newsletter is to give current information regarding: Master in SEM and its relevant events, internships, conferences and research Advisory board activities and updates Advisory network activities and updates The newsletter is aimed at individuals and corporations interested in the service management master program and the academic world of tourism – business and leisure – including meetings, transportation, shopping, attractions board and lodging.
Alexander Josiassen, Ph.d., associate professor and lecturer at the SEM program was in June rewarded “The Charles R. Goeldner Excellence Award” at the travel & tourism research association’s international conference in Kansas City, Missouri, USA. Alexander Josiassen is the first Scandinavian to receive the honor which is rewarded for the most significant work published in the Journal of Travel Research during the preceding year. Alexander won the prize together with (continues page 2)
From left: Dr. Dan Fesenmaier, Alexander Josiassen, Dr. Chuck Goeldner and Dr. Lori Pennington-Gray
About the Newsletter This is the Service Management (SEM) master program newsletter - Issued quarterly and edited by Lise Lyck, TCM, who - among other things - is the line coordinator of the study. All the recipients of this newsletter are very welcome to contribute to the content of it and give comments regarding its content and layout by contacting Pelle Bundgaard (pbu.tcm@cbs.dk). SEM provides the necessary competences and skills that prepare graduates for a career in the service sector. Services are increasing in importance and comprise a growing share of the world’s economies, while services are also becoming increasingly important as a differentiator for firms. At the same time, various service industries are expanding and are in need of academically-educated employees as they transform into operating more professionally and structured. SEM meets these needs as one of only a few
Master programs focused on services industries. The program is designed in close dialogue with both private industry and organizations to ensure that students are well prepared for their careers upon graduation. Various firms and organisations have supported the program financially through donations which enables the Center for Tourism and Culture Management to invite relevant guest lecturers and speakers from both Denmark and abroad. SEM allows students to focus on one or more of four core areas: Travel and Transportation Management Tourism and Hospitality Meeting and Event Management Trade All areas of study include sustainability as a necessary strategic perspective.
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Prestigious award went to SEM lecturer (continued) - A. George Assaf for their research article; Indentifying and Ranking the Deter-
minants of Tourism Performance: A Global Investigation. Last year, Alexander Josiassen received Tietgensprisen, a Danish prize award given to a few talented researchers who have contributed significantly on the international scene within the field of social science. This year the international scene indeed recognized his work when he was rewarded the Charles R. Goeldner Excellence Award. The candidates are judged on quality, originality, creativity, usefulness, results and benefits to the travel and tourism industry. The winning article provides concrete insights into the determinants of tourism performance and their relative im-
portance. The study identifies and ranks the determinants of tourism performance and provides further performance measures of international tourism destinations. The research accesses a four year data range on 120 countries located across Africa, the Americas, Asia, Europe, and Oceania. Interview with Alexander Josiassen
How do you feel personally after you have been awarded the Excellence Award? - I was very gladly surprised to receive the Goeldner Award because it is an award that I had an optimistic hope of receiving towards the end of my career.
Which of the findings from the study do you find most significant?
- The study is very comprehensive in terms of number of variables and countries included. I believe this is its standout feature and the reason it was chosen.
The article is part of the curriculum you teach to your master students. What do you hope the students bring with them after having read the article? - I hope it helps my students understand a variety of drivers. Articles usually focus on specific areas, while this particular article includes a wide range of drivers of tourism success.
You can read the full article at: http://jtr.sagepub.com/ content/51/4/388.full.pdf+html
MSc. Service Management Intro Program 2013 68 new students attended the intro program held from the 28. - 31. of August. The program structure was a combination of social activities and practical orientated exercises and presentations. The aim of the intro program was to introduce the new students to each other and to assist them in forming social relationships. Furthermore, the program was designed to make the new students familiar with the program structure, the campus area, the library and IT services etc. The intro days started off with shared breakfast offered by the program center. Hereafter the days went with various activities including company exercises,
creative bios work and guest presentations. The idea behind the creative bios work is to introduce and connect the students to each other and to provide a platform for professional exposure. The presentations were held by Jens Klarskov, CEO, Danish Chamber of Commerce, Per Møller Jensen, Loyalty and Customer Experience Management Executive, and Henrik Dyhr, Chairman of the Meeting Professionals International. Lise Lyck, Center Director and Line Coordinator introduced the Service Management master program with focus on the content and structure. In between the practical activities, the students could stretch their legs while
participating in social games held outside in the late Danish summer. The afternoons were reserved for restaurant visits, a pub crawl and a treasure hunt Saturday afternoon for all Cand.soc. students. See the full compilation of student bios at http://issuu.com/tcm.cbs/docs/ student_bio_booklet_2013npd Facts about the 2015 SEM class: • 102 students (registered) from 27 countries • A little more than 50% between 22 and 25 years old • The spread of ages is from 20 years to 45 years old • 75% female, 25% male
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Interview with SEM Master Program Advisory Board Member Casper Puggaard, Director Sales & Marketing, Scandic The SEM newsletter has talked with Casper Puggaard about his role in the Service Management master program and the possibilities for CBS students within the Scandic Group.
You are a member of the SEM Advisory Board – What do you strive to bring into the Service Management master program?
few of them in all Nordic countries.
In the March newsletter, Henrik Dyhr mentioned the limited duration (3 months) as an obstacle to offering internships - Would CBS students have a better chance of getting an internship position within the Scandic Group if they considered prolonging their internship period to a full semester? Casper Puggaard
- I see it as my key responsibility as member of the SEM advisory board to contribute with input on curriculum relevance in relation to the hotel industry. It is also important for me to make clear to both students and management of the Service Management master program the importance of graduates being ready and willing to both apply theory and be prepared for hard practical work.
What are the possibilities in regard to internships within the Scandic Group? - We receive many applications every month from students applying for internships within Scandic. We have quite a
- I absolutely agree with Henrik Dyhr. It is challenging to truly benefit from having a student for only 3 months. After we have taught them, what we want them to do, they leave. - Therefore 6-12 months internships are definitely preferred.
What is Scandic´s position and history in regard to hiring newly graduated CBS students? - We are delighted to have graduates from CBS among our colleagues, however I wouldn’t say that Scandic has a specific history of hiring newly graduated CBS students.
Which competences do you advise SEM students do strive to obtain in order to get a carrier within the Scandic Group? - Scandic’s 8 leadership competencies are of vital importance in order to get a carrier with Scandic. They are; Leading business: Know your business, Lead Change, Create results Leading people: Develop people, Cooperate, Communicate Leading self: Lead yourself, Live the brand and the values
First Cand.soc Graduation Ceremony at CBS The 22nd of November 15.00-18.00 the first ever held graduation ceremony for CBS Cand.soc. students will be held at Solbjerg Plads. This event will be the first of its kind since the programs were established in 2005 and it will be rallying graduates from all Cand.soc programs. The graduation ceremony provides a cozy atmosphere were the students are able
to meet and network with their former fellow students before moving in separate ways. It will also be possible to sign up for the Cand.soc. Alumni Group which will be present at the event. In the first part of event, speeches will be made by the Dean of Education, Jan Molin and Cand.soc Coordinator Erik Caparros. Mads Øvlisen will make the key note
address. Afterwards it will be possible to enjoy a delicious buffet and a glass of wine provided on the behalf of the study board. The highlight of the afternoon will be when the line-coordinators hand-out the diplomas. The entire event is for free. Sign-up is possible at http:// www.conferencemanager.dk/candsoc
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Interview with Nadia Villadsen 2nd year SEM Student and recipient of the 150.000kr. William & Hugo Evers Scholarship Earlier this year Service Management student Nadia Villadsen received a scholarship of no less than 150.000 DKK from the William & Hugo Evers Foundation. The foundation’s objective is to support Danish students that wish to do smaller or larger parts of their education abroad. In recognition of the Service Management master program the foundation choose to reward a selected Danish student with a single scholarship of 150.000. From the approximately 20 Danish 1st year students last year Nadia was chosen due to her high grades and her good performance.
Besides that, the scholarship will of course allow me to go places and do things I otherwise couldn't afford. I am planning on doing quite a bit of travel, which I really appreciate.
Will you have a direct link between your current internship and your thesis?
Nadia Villadsen
SEM Newsletter caught up with Nadia in Australia where she is spending her 3rd semester doing an internship. A stay made possible by the William & Hugo Evers scholarship.
Congratulations on receiving the scholarship. Tell us a bit about your internship, what kind of company are you working with and what are some of your tasks? - Thanks I work in a company called Fairfax Media which is a big media company. They have an event department, which I work in. I work mostly across the Good Food Month (Australia's largest food festival) in Sydney and Melbourne, but also across sports events. I look after our sponsors, which means that I have to make sure that they provide us
with what they agreed to in the contract and the other way around. That is everything from hospitality to web ads to social media to product deliveries for different events and goodie bags, etc. Some of my other tasks could be to create logo reels to be shown at our events or look after sponsor activation and many other different tasks.
What has the scholarship made possible for you? - First of all, the scholarship has made it possible for me to even go to Sydney. It is definitely an expensive city to live in. I wouldn't have been able to live so close to work as I do now without the scholarship, which then also means that I can work more hours and still be able to have a social life, go to the gym, etc.
- I would love to have a direct link between my internship and my thesis, but I honestly don't know yet. I will have to finish the internship first and write my internship report before I can see what possibilities I have to do that.
Why should current 1st year students consider doing an internship abroad in their 3rd semester? - I am finding it hard to find reasons why people should not do it. It has been the biggest challenge of my life; going abroad, working (and working many many hours) in a field that I have absolutely no experience with and just put myself out there has been the craziest thing I have ever done, and I do not regret it for a second. You will get a great network, new friends, new experiences not to forget the work experience you gain. I would not have been without it. I will come home with a renewed self confidence and I am in no doubt that this will develop me greatly both personally and professionally.
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Advisory Network event with Claus Meyer & Sarah Poulsen On the 20th of September all Service Management students were invited to a networking event with presentations from the Danish chef, entrepreneur and author, Claus Meyer and Service Management graduate of 2011 and business owner Sarah Poulsen. The advisory board, lecturers from the Service Management master program and other representatives of the Danish tourism industry were present along with 60 SEM students from both first and second year. Claus Meyer gave an inspiring presentation about how he developed his interest in cooking and desire to change the Danish food culture. He explained how Noma was never intended to compete
shop in Copenhagen’s inner city that focusses on providing a freshly made and nutritious lunch to the many people that work and live nearby. Sarah started the business with two other partners from different backgrounds than herself, a mix that proved valuable when dividing the workload. “Please” can be found at Larsbjørnsstræde 7.
Claus Meyer
for best restaurant in the world, but simply meant to be platform for presenting the “New Nordic” cuisine. Sarah Poulsen, one of the first SEM graduates from 2011, presented her recently started company “Please”, a sandwich
Sarah Poulsen with the ”Please” logo
New Comprehensive Analysis of the Danish Hotel Industry On 18th of November Dansk Brancheanalyse ApS will release an industry analysis of the Danish hotel industry 2012. The report is the only of its kind in Denmark that includes both names and individual results for each of the 269 hotel companies included in the analysis. The report deals with the 174 largest hotel operators and the 100 largest hotel-real estate companies. The project is based on Ole Egholm’s, Director of Dansk Brancheanalyse ApS, concept, and Lise Lyck, Center Director of TCM, together with student assistant Mads Granborg who has contributed to data collection and analysis. The report provides both a general overview of the industry and an overview of
each individual hotel included in the analysis. All relevant performance indicators of the hotels are analyzed and listed with additional data for each of the hotels. In total the report covers 86,4 % of the total rooms supplied in Denmark. The figures are based on 2012 financial statements, however, the report includes relevant news all the way up to the publishing date for more than 80% of the analyzed hotels. Furthermore, the analysis estimates how the industry will perform in the coming years. The report distinguishes itself from other analyses of the Danish hotel industry by its comprehensive sum and use of accounting data. The estimations of the future tendencies are therefore grounded in
accounting information rather than statistical estimations which is what distinguishes the analysis for other market analysis. The engagement of TCM was initiated to increase the overall transparency of the industry and thereby to increase the market knowledge for both internal and external actors. The report can be useful for students especially since these types of data often are difficult to obtain. The analysis is available to order at www.danskbrancheanalyse.dk or by email to: ole@danskbrancheanalyse.dk. The price is 3800 DKK + VAT. It is possible for students to loan the book at the CBS library.
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Recent Activities - TCM TCM in Stockholm Lise Lyck was invited as invited speaker to Conference for International - & PhD Students in field of Tourism, which was held at Södertörn University in Stockholm from the 17th to the 18th of September. Lise Lyck’s presentations focused on elements in international tourism, the role and impact of transportation in re-
gard to tourism activities, and the structure and content of the Master program in Service Management at CBS. The audience consisted of international students and university representatives with responsibility of the tourism research. The students showed a deep interest in visiting TCM and in learning more about the Master program in Service Management
at CBS. Furthermore, a startup project was discussed with the research team attached to the local faculty. The researchers’ intention is to utilize unique research data on the event business that the university has managed to obtain. It was agreed that the closer circumstances regarding the research will be discussed further in 2014.
Euro-Asia Economic Forum 2013 Lise Lyck was invited as invited speaker to the Euro-Asia Economic Forum conference in Xian, China from the 24th to the 30th September where politicians, scientists and representatives of international organizations attended from all over the world. Lise Lyck answered the following when we asked her about interesting aspects of the conference; “I found the conference very different from most other conferences - from the practical setup including police escort from the hotels to the conference locations - to the actual content of the conference.”
different because public accounts namely do not have status information in their accounts while private corporations of course have both operational and status information.“
“It was especially interesting to meet researchers from the tourism field, from international finance, from public-private partnership corporations and from international organizations. I especially found the perspective on the financial crisis as presented by the financial top representatives very interesting, particularly the
difference in how the crisis is perceived in Asia compared to in Europe and North America. Shortly summarized, the Asian perception is very like Poul Krugmans view as it recently is proposed in his book from 2013; “End the Depression Now”. Also, the presentation from the German Saving Banks gave a very interesting perspective on the financing of SMEs in Germany and the successful development of not having the law of saving banks replaced by a common law on banks. It presented extremely interesting topics in relation to financing of SMEs in Denmark. In regard to the public -private partnership presentations of the program, I found it very interesting to follow the steps taken in the UK towards establishing an account system which includes and displays the status of assets and liabilities in the public sector. The purpose behind the UK initiative is to ease the establishment between public and private partnerships projects that is
TCM in St. Petersburg From Oktober the 2nd to the 4th, Lise Lyck was invited to St. Petersburg by the Nordic Council of Ministers to participate and speak at the St. Petersburg University seminar on creative industries. The
conference was held in beautiful surroundings - it took place at the St. Petersburg State University of Arts and Culture which is located right next to the Winter Palace. “It was the most beautiful place at which I ever held a presenta-
tion”, Lise Lyck says. See the program on the next page. The outcome of the conference was as follows: Students from the University of Arkhangelsk will visit TCM in December
Lise Lyck presented her article “Empowerment of the Euro-Asia Economy by Culture Industry Development”. There was many listeners, good comments and questions. A main focus was the world heritage sites in Asia and Europe and their role for tourism growth. The development from UNESCO’s side i.e. moving focus from only preserving world heritages to a sustainable development of world heritage sites in the perspective of developing sustainable tourism destinations was the core elements in the article. UNESCO representatives showed significant interest in the analysis, and it was therefore arranged that the analysis in its final form should be given a further presentation in UNESCO.
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Recent Activities - TCM (continued)
to meet our students, lecturers and researchers and to explore the opportunities for corporation. The relations with the Nordic Council of Ministers were further developed. The contact to Svetlana Ziukina was strengthened. Svetlana Ziukina is in head of the establishment of a centre under the Faculty of Economics at St. Petersburg State University (ranked as nr. 2 in Russia). The center is to be established in line with the concept of TCM. Alexander Josiassen has later been visiting St. Petersburg in another matter, however, he has followed up on the instigated activities at the same time. It was agreed that a meeting will take place between Elena Khoroshkina, Senior Advisor for Nordic Council of Ministers and the positioned in Copenhagen. An initial work was started on an EU project dealing with tourism in the Baltic countries based on cultural world heritage. Specific sites and events are currently being investigated.
Program - St. Petersburg University seminar on creative industries
Upcoming Activities - TCM 52nd ICCA Congress with student participation Between November 2nd and 6th the 52nd ICCA Congress will be held in Shanghai, China. The congress is designed to create business opportunities, to foster innovation, to bring societal-, economic- and technological change and to effectively expand knowledge about
the professional meetings industry. The participants will have a great possibility to share ideas, learn about new trends and strategic thinking. Lise Lyck will be participating in the congress on behalf of CBS and we are looking forward to learn about the outcomes of this event. She will also present the research project; “Sustainability in the Meetings Industry”.
ICCA has chosen TCM/CBS as one of the top ten members worldwide that have been selected for intensive research cooperation. This year two of our students, Tuan Nguyen Duong Thanh and Stina Jacobsgaard (SEM 2014) have been invited to participate in the congress with all expenses paid.