This course is for MBA students interested in managing in the service sector.  It integrates many different functions of management (operations, marketing, HRM, and strategic planning) with an orientation toward practical application with the focus on how to effectively meet and exceed customer expectations.  The course will be case and practical exercise oriented with strong emphasis on application of theory and principles to real life situations.  It will combine group work with individual work and provide an opportunity to analyse and study local organizations, with a view to better understanding customer expectations and perceptions in order to improve the quality of service provided and delight your customer. This course should be appropriate for people in almost any sector of the economy: private, public, or not-for-profit.  Quality service should be integral to virtually any successful commercial, governmental or charitable organization and enables the organization to differentiate itself through service and become more successful.  The course starts with a good overview of current service concepts and theories and progresses to practical application in both international and Pacific Region service sector organizations and situations. It is also aimed at making you a more demanding consumer!  This is a fun course which has a very practical application to most work situations.

 

* Please note that classes for MBA442 Services Marketing & Management will start on 2 July, 2013 and will be conducted in the second half of trimester 2. Students will attend two classes per week.