Service business are a major contributor to GDP across the globe in developed and developing countries. This module will introduces students to the specifics of managing a service business.
The service economy. Globalisation of services. The characteristics of service operations. The service concept.
Managing service processes. Balancing demand and capacity.Crafting the service environment. Managing people for service advantage. The use of technology in services.
Managing Service Quality
Dimensions of service quality. Gaps in service quality. SERVQUAL. Service recovery.
Current trends in services management.
Current trends and current issues in international services.
|Module Content & Assessment