Service Quality Management.

Catalog description

Semester course; 3 lecture hours. 3 credits. Concurrent prerequisites: MKTG 301 or MKTG 671 . This course enables marketing students to develop a better understanding of service offerings from both a theoretical and practical perspective. Learning will focus on both private and public-sector service organizations. Students will learn how to analyze the design of service offerings, including operations, environment and people, and make recommendations for improving the offerings. The importance of internal and external customer feedback and continually measuring customer satisfaction/dissatisfaction will be highlighted as an integral part of managing service quality.