FSHN 441

Credit: 2 hours.

Focuses on a distinctive approach to communication, design, and operation that is required by service organizations (e.g., hotels, restaurants, professional services, banks, hospitals, etc.). Students will explore ways that firms can observe, measure, improve, and utilize service as a primary source of competitive advantage. Students will learn about the unique challenges of services and the different roles both employees and customers have in the creation and delivery of services. They will also practice how to develop and manage the service encounter in order to deliver service quality to the customer.

2 undergraduate hours. 2 graduate hours. Prerequisite: Previous exposure to marketing principles, management principles, and customer service scenarios is recommended. Restricted to Junior, Senior, or Graduate class standing.