Director, Institute for Managing Services
This course is designed to equip students to become more effective executives of service organizations, or of good-producing organizations that emphasize the service dimension of their products, as well as more enlightened customers of service firms.
The primary objective of the course is to help students
succeed in their potential roles as executives of service-producing
organizations, or of goods-producing organizations that wish to emphasize the
service dimension of their product offering for competitive advantage. The
second objective of this course is to encourage students to adopt a
constructive, critical posture as customers of service organizations. These two
objectives are intended to be mutually reinforcing. Hopefully, this course will
instill a life-long analytical posture in students whereby their perceptions as
service mangers will enable them to function as enlightened service customers
and vice versa.
Spring 2004 Course Outline and
Notes (Password required)
