MBUS 644 - Service Management

Institution:

Gonzaga University

Subject:

MASTERS BUSINESS ADMINISTRATIO

Description:

The main purpose of this course is to introduce business students to service operations, service strategy, and the role of information technology on services. The course focuses on understanding the distinctive characteristics of service operations and their managerial implications. Discussion includes such issues as the role and nature of services; competitive environment of services and competitive service strategies; service quality, service failure, and service recovery; service encounter triad (the interaction of the customer, service organization, and contact personnel) and servicescapes; the management of capacity and demand (yield management); the economics and psychology of waiting in lines, and the impact of IT on service operations.

Credits:

1.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.gonzaga.edu

Phone Number:

(509) 328-4220

Regional Accreditation:

Northwest Commission on Colleges and Universities

Calendar System:

Semester

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