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