Tentative Course Schedule |
| Week of: | Topic | PowerPoint Overheads | Discussion Questions and Scheduled Events |
| Aug 23 (Week 1) |
Introduction Introduction to Services |
Chapter 1 |
Ch.1
Discussion Questions
Introduction |
| Aug
30 (Week 2) |
The Gaps Model of Service Quality Conceptual Framework for Understanding Service Delivery |
Chapter 2 |
Assign Folder Groups |
| Sept 6 (Week 3) |
Focus on
the Customer Consumer Behavior for Services |
Chapter
3 |
Class Photos |
|
Sept 13 (Week 4) |
Focus on the Customer Customer Expectations of Service |
Chapter 4 |
|
| Sept 20 (Week 5) |
Focus on
the Customer Customer Perceptions of Service |
Chapter
5 |
|
|
Sept 27 (Week 6) |
Understanding Customer
Requirements Listening to Customers Through Research |
Chapter 6 |
Complaint Letter and/or Electronic Complaint Registration due* |
| Oct
4 (Week 7) |
Exam 1 - Chapters 1-6 Specific Date, Time, and Format to Be Announced |
Past Exam Questions | General Study Guide for Essay Exams |
| Oct
11 (Week 8) |
Understanding Customer Requirements Building Customer Relationships |
Chapter 7 | |
| Oct
18 (Week 9) |
Understanding Customer
Requirements Service Recovery |
Ch.8 Discussion Questions | |
| Oct
25 (Week 10) |
Aligning Service Design
and Standards Service Development and Design |
Chapter 9 |
Ch.9 Discussion Questions
Read Paper on Creative Dating (click to access) |
| Nov 1 (Week 11) |
Aligning Service Design
and Standards Physical Evidence and the Servicescape |
Chapter
11 |
Local Field Trip |
|
Nov 8 (Week 12) |
Delivering and Performing
Service Employees' Roles in Service Delivery
|
Chapter 12 |
Ch.12
Discussion Questions
|
| Nov 15 (Week 13) |
Exam
2
- Chapters 7-9, 11-12 Specific Date, Time, and Format to Be Announced |
Past Exam Questions |
Praise Letter due* |
|
Nov 22 (Week 14) |
Delivering
and Performing Service Customers' Roles in Service Delivery |
Chapter 13 |
Ch.13
Discussion Questions
Shouldice Hospital - Case Analysis Team Service Blueprint due Complaint Letter Analysis due |
|
Nov 29 (Week 15) |
Delivering
and Performing Service Delivering Through Intermediaries and Electronic Channels |
Chapter 14 |
|
|
Dec 6 (Week 16) |
Delivering
and Performing Service Managing Service Promises |
|
Class Co-production Paper due Service Encounter Journal Paper due |
| Dec 12 | Exam
3
- Chapters 1-9, 11-13 Specific Date, Time, and Format to Be Announced |
Past Exam Questions |
*Optional Assignments
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