Managing in the Service Economy

0.5-2 credits · Graduate

Examines service issues from organization and human resources management, operations management and marketing perspectives to provide students an integrated view of designing and delivering a valuable, memorable customer experience. Topics include: building a service culture and strategy, managing the talent, service blueprinting, developing customer-oriented service standards, service design, creating the "servicescape", understanding consumer emotions and psychology, service failure and recovery, customer co-creation of value and service delivery networks.