Newsletter no. 9

Published by:

Center for Tourism and Culture Management

1st November 2013 Newsletter no. 9

MSc. Service Management

The purpose of this newsletter is to give current information re-garding:

Master in SEM and its rele-

vant events, internships,

conferences and research

Advisory board activities and

updates

Advisory network activities

and updates

The newsletter is aimed at indi-

viduals and corporations interest-

ed in the service management

master program and the academic

world of tourism – business and

leisure – including meetings,

transportation, shopping, attrac-

tions board and lodging.

Inside this issue:

Intro Program 2

AB Member Interview 3

Graduation Ceremony 3

Nadia Villadsen 4

Advisory Network event 5

Hotel Industry Analasys 5

TCM Activities 6

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 nec-

essary strategic perspective.

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 ([email protected]).

SEM provides the necessary competences and

skills that prepare graduates for a career in the

service sector. Services are increasing in im-

portance and comprise a growing share of the

world’s economies, while services are also be-

coming increasingly important as a differentiator

for firms. At the same time, various service indus-

tries are expanding and are in need of academi-

cally-educated employees as they transform into

operating more professionally and structured.

SEM meets these needs as one of only a few

About the Newsletter

Alexander Josiassen, Ph.d., associate

professor and lecturer at the SEM pro-

gram was in June rewarded “The

Charles R. Goeldner Excellence Award”

at the travel & tourism research associ-

ation’s international conference in Kan-

sas City, Missouri, USA. Alexander Josi-

assen 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)

Prestigious award went to SEM lecturer

From left: Dr. Dan Fesenmaier, Alexander Josiassen, Dr. Chuck Goeldner and Dr.

Lori Pennington-Gray

Page 2

portance. The study identifies and ranks

the determinants of tourism perfor-

mance and provides further performance

measures of international tourism desti-

nations. The research accesses a four

year data range on 120 countries located

across Africa, the Americas, Asia, Eu-

rope, 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 coun-

tries included. I believe this is its stand-

out feature and the reason it was cho-

sen.

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

- A. George Assaf for their research arti-

cle; Indentifying and Ranking the Deter-

minants of Tourism Performance: A Glob-

al 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-

Prestigious award went to SEM lecturer (continued)

Newsletter no. 9

creative bios work and guest presenta-

tions. 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 Klar-

skov, CEO, Danish Chamber of Com-

merce, Per Møller Jensen, Loyalty and

Customer Experience Management Exec-

utive, and Henrik Dyhr, Chairman of the

Meeting Professionals International. Lise

Lyck, Center Director and Line Coordina-

tor introduced the Service Management

master program with focus on the con-

tent and structure.

In between the practical activities, the

students could stretch their legs while

participating in social games held out-

side in the late Danish summer. The af-

ternoons 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

68 new students attended the intro pro-

gram held from the 28. - 31. of August.

The program structure was a combina-

tion 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 so-

cial relationships. Furthermore, the pro-

gram 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,

MSc. Service Management Intro Program 2013

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

Page 3 Newsletter no. 9

Interview with SEM Master Program Advisory Board Member Casper Puggaard, Director Sales & Marketing, Scandic

few of them in all Nordic countries.

In the March newsletter, Henrik Dyhr

mentioned the limited duration (3

months) as an obstacle to offering in-

ternships - 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?

- I absolutely agree with Henrik Dyhr. It

is challenging to truly benefit from hav-

ing 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 pre-

ferred.

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, howev-

er I wouldn’t say that Scandic has a

specific history of hiring newly graduat-

ed 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, Co-

operate, Communicate

Leading self: Lead yourself, Live the

brand and the values

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 pro-

gram?

- I see it as my key responsibility as

member of the SEM advisory board to

contribute with input on curriculum rele-

vance 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 intern-

ships within Scandic. We have quite a

to meet and network with their former

fellow students before moving in sepa-

rate 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

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 es-

tablished 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

First Cand.soc Graduation Ceremony at CBS

Casper Puggaard

Page 4

Earlier this year Service Manage-

ment student Nadia Villadsen re-

ceived a scholarship of no less than

150.000 DKK from the William &

Hugo Evers Foundation. The founda-

tion’s objective is to support Danish

students that wish to do smaller or

larger parts of their education

abroad.

In recognition of the Service Man-

agement master program the foun-

dation choose to reward a selected

Danish student with a single schol-

arship of 150.000. From the approxi-

mately 20 Danish 1st year students

last year Nadia was chosen due to her

high grades and her good performance.

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 scholar-

ship. 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 com-

pany. 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 every-

thing 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 cre-

ate 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 scholar-

ship, which then also means that I can

work more hours and still be able to

have a social life, go to the gym, etc.

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?

- I would love to have a direct link

between my internship and my the-

sis, but I honestly don't know yet. I

will have to finish the internship first

and write my internship report be-

fore 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 abso-

lutely no experience with and just put

myself out there has been the craziest

thing I have ever done, and I do not re-

gret 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.

Newsletter no. 9

Interview with Nadia Villadsen 2nd year SEM Student and recipient of the 150.000kr. William & Hugo Evers Scholarship

Nadia Villadsen

Page 5

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 Man-

agement 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 presenta-

tion 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

for best restaurant in the world, but

simply meant to be platform for present-

ing the “New Nordic” cuisine.

Sarah Poulsen, one of the first SEM grad-

uates from 2011, presented her recently

started company “Please”, a sandwich

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 Lars-

bjørnsstræde 7.

Advisory Network event with Claus Meyer & Sarah Poulsen

each individual hotel included in the

analysis. All relevant performance indica-

tors of the hotels are analyzed and listed

with additional data for each of the ho-

tels. 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 pub-

lishing date for more than 80% of the

analyzed hotels. Furthermore, the analy-

sis estimates how the industry will per-

form in the coming years. The report

distinguishes itself from other analyses

of the Danish hotel industry by its com-

prehensive sum and use of accounting

data. The estimations of the future

tendencies are therefore grounded in

accounting information rather than sta-

tistical estimations which is what distin-

guishes 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 e-

mail to: [email protected].

The price is 3800 DKK + VAT.

It is possible for students to loan the

book at the CBS library.

On 18th of November Dansk Branche-

analyse 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 over-

view of the industry and an overview of

New Comprehensive Analysis of the Danish Hotel Industry

Newsletter no. 9

Claus Meyer

Sarah Poulsen with the ”Please” logo

Page 6

Recent Activities - TCM

Newsletter no. 9

Euro-Asia Economic Forum 2013

Lise Lyck was invited as invited speaker

to the Euro-Asia Economic Forum confer-

ence in Xian, China from the 24th to the

30th September where politicians, scien-

tists 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.”

“It was especially interesting to meet

researchers from the tourism field, from

international finance, from public-private

partnership corporations and from inter-

national organizations. I especially found

the perspective on the financial crisis as

presented by the financial top represent-

atives 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 inter-

esting 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 inter-

esting 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 as-

sets 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

different because public accounts name-

ly do not have status information in their

accounts while private corporations of

course have both operational and status

information.“

Lise Lyck presented her article

“Empowerment of the Euro-Asia Econo-

my by Culture Industry Development”.

There was many listeners, good com-

ments and questions. A main focus was

the world heritage sites in Asia and Eu-

rope 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 desti-

nations 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.

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 struc-

ture and content of the Master program

in Service Management at CBS. The audi-

ence consisted of international students

and university representatives with re-

sponsibility of the tourism research. The

students showed a deep interest in visit-

ing 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 re-

searchers’ intention is to utilize unique

research data on the event business that

the university has managed to obtain. It

was agreed that the closer circumstanc-

es regarding the research will be dis-

cussed further in 2014.

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 Universi-

ty seminar on creative industries. The

conference was held in beautiful sur-

roundings - it took place at the St. Pe-

tersburg State University of Arts and

Culture which is located right next to the

Winter Palace. “It was the most beauti-

ful 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 Ar-

khangelsk will visit TCM in December

continues next page

Page 7

Recent Activities - TCM (continued)

Newsletter no. 9

52nd ICCA Congress with student par-

ticipation

Between November 2nd and 6th the

52nd ICCA Congress will be held in

Shanghai, China. The congress is de-

signed 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 stu-

dents, Tuan Nguyen Duong Thanh and

Stina Jacobsgaard (SEM 2014) have been

invited to participate in the congress

with all expenses paid.

to meet our students, lecturers and

researchers and to explore the oppor-

tunities 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 mat-

ter, 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 Copen-

hagen.

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 investigat-

ed.

Upcoming Activities - TCM

Program - St. Petersburg University seminar on creative industries