Service is increasingly recognised as a source of competitive advantage and a means of creating customer value. Service organisations dominate Western economies such as Australia. However, service also represents the key to growth for manufacturing organisations such as GE and IBM. The unit focuses on the unique challenges of managing services to deliver quality service to customers. The attraction, retention and building of strong relationships with some customers is the focus of the unit. It is equally applicable to pure services (e.g. banking, professional services and telecoms) and to manufacturers (e.g. high technology equipment). Application of theory and practice using both... -- Course Website
