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Professor Mills
With the advent of the services economy, more and more service firms are adopting changes in the way in which competitive strategies are implemented, work is organized, and resources managed to improve performance. This course is designed to increase the awareness of the general management and practices of service organizations, and provide students with the analytical tools to examine the unique features of service firms. That is, organizations whose "products" have a high immaterial content such as a service, image, or know-how. The course provides a comprehensive framework comprising basic and integrative elements for the study of service business problems. Topics encompass key elements of service management: developing service strategies and structures; positioning the service firm; designing high impact service delivery systems; customer-employee satisfaction, demand, and supply issues; motivating the customer-employee team. The concepts presented are relevant and accessible to anyone who deals with management at any level of a service organization and this includes front-line personnel - the service providers who are in direct contact with the customers. Elective.
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