This case course explores the dimensions of successful service firms. It prepares students for enlightened management and suggests creative entrepreneurial opportunities.

After completing this course, students will be able to:

LO1: Understand the operations of successful service firms that can be benchmarks for

        future management practice

LO2: Develop an awareness of the opportunities that information technology can have

        for enhancing service firms competitiveness

LO3: Appreciate the organizational significance of managing the service encounter to

        achieve internal and external customer satisfaction

LO4: Understand new service development from both a product and process


LO5: Understand the dimensions of service growth and expansion both domestically

        and internationally