Service Operations. 3 credits

Catalog description

The services sector contributes about 80% of the gross domestic product of the US economy. This sector also provides employment to nearly 80% of the working population across diverse industries such as financial services, hospitality, retail, health care, airlines, and public sector. In short, the service sector affects almost every aspect of our day-to-day lives. However, understanding service operations is not easy due to service characteristics such as intangibility, variability, inability to be stored, highly geographically distributed, and a significant amount of customer contact. In light of these factors, this course in Service Operations focuses on how firms in the services sector design and manage their businesses. Specifically, we will explore key concepts in service operations such as services delivery, service encounter, service quality, and management of capacity and demand. Further, this course will explore how these concepts apply across a diverse range of industries.Offered by Information Sys and Ops Mngmnt. Limited to two attempts.