Course overview
The aim of this course is to enable an understanding of the principles of service management and the attainment of the managerial skills required in order to effectively manage and increase the competitiveness of service businesses. Understanding the characteristics of services and their implications in service (operations) management; service and process design; facility location and servicescape design and management; customer management and customer engagement in services; service quality; human resource management in services; management of service failures; service innovation and new service development; revenue/yield management.
Course learning outcomes
- Identify and critically analyse the role and impact of customers, service employees and information and communication technologies (ICT) on service design, management and innovation.
- Evaluate the core principles of how to design and manage service systems, servicescapes and service processes.
- Develop the critical thinking and managerial skills required for improving service quality, revenue/yield management and service recovery/complaint management processes.
- Develop a critical thinking and a predictive ability to foresee the transformative impact of ICT on services and the service industry overall, as well as develop the managerial skills for integrating and exploiting ICT for (new) service management and design.
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