3 credits
Fall 2024 Lecture Upper Division
Understanding the fundamental principles of service management is essential to successfully manage service organizations in a complex market environment. This course utilizes major theoretical frameworks, such as Service-Dominant Logic, to address key issues in managing service organizations, including creating service culture, motivating a service-minded workforce, co-creating service value, and achieving service excellence. Students develop managerial skills through a thorough understanding of service strategies, systems, and processes to optimize service value.
Learning Outcomes1Demonstrate an understanding of the strategic implications for managing the service experience.
2Explain the critical role of managing the employee-customer interface in the service delivery process.
3Evaluate various service management strategies to enhance service excellence.
4Construct key service management systems and processes to solve issues in complex service environments.
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made by Purdue students.