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Service Management

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