HUMAN INTERACTION IN SERVICE SYSTEMS (2 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: Explain the relationship between consumer behavior, customer value, satisfaction, trust and retention; Recognize type of human needs, motives, meaning of goals and consumer behavior based on various social class and culture; Describe architecture of service operations; Differentiate service design approach; Explain the integration of service quality and human factors.

Topics:

1. Social Class and Cultural Influence on Consumer Behavior;
2. New Service Development;
3. Integrating Service Quality and Human Factors;
4. Architecture of Service Organizations;
5. Understanding Consumers;
6. Managing Waiting Lines;
7. The Service Encounter;
8. The Service Economy;
9. Service Supply Relationships;
10. Globalization of Services.