People Innovation Excellence

SERVICE MANAGEMENT FUNDAMENTAL (4 Credits)

Learning Outcomes:

On successful completion of this course, student will be able to: Define the basic knowledge of service management; Analyze the theories of service management; Explain service management in any industry; Applied service management in the organization.

Topics:

  1. This course will covers topics such as The Service Profit Logic and Service Management Principles;
  2. Service and Relationship Quality;
  3. Quality Management in Services;
  4. Return on Service and Relationships;
  5. Managing the Augmented Service Offering;
  6. Managing Productivity in Service Organizations;
  7. Managing Marketing or Customer-Focused Management;
  8. Managing Integrated Marketing Communication and Relationship Communication;
  9. Managing Brand Relationships and Image;
  10. The Role of Social Media in Services Management;
  11. Customer-focused Organization: Structure, Resources and Service Processes;
  12. Managing Internal Marketing: A Prerequisite for Successful Customer Management;
  13. Managing Service Culture: The Internal Service Imperative;
  14. and Transforming a Manufacturing Firm into a Service Business.

Published at : Updated

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