Services Marketing

3 credits · Undergraduate

(3 hrs Lecture) This course introduces students to the concepts, methods, and frameworks for effective management in the service sector, which accounts for the majority of the Canadian economy and labour force. Examples of topics are: the GAPS model of service quality, managing demand and capacity, service innovation and design, and service recovery. Students not only obtain managerial tools for the effective management of services, but also become educated customers of service firms by adopting a critical but constructive stance as a service customer. Experimental Course - This course is offered on a trial basis to gauge interest in the topic. Students who successfully complete this course receive credit as indicated. Requisite Courses: BUS-2210(3) and BUS-2103(3) with a minimum grade of C+ [prerequisite(s)]; and students must have met their academic writing requirement with a minimum grade of C+ (or exemption) [prerequisite(s)].