This unit will examine the operations of both consumer and professional service companies. A framework will be used to link the development of a clearly defined service concept with an effective service delivery system in order to provide both external and internal customers with appropriate service levels. Current issues such as the use of internet technology, the formulation of service level agreements, call centres, service blueprinting, managing capacity, the service firm life cycle, performance measures, service quality, the service profit chain and service strategy will be discussed. A number of service case studies will be used to illustrate these concepts. -- Course Website
Instructor: [email protected]
Prerequisites: Admission to MBA or MMgt or PGCertMBAExt <br/>
