Tentative Course Schedule Fall 2006 Week of: Topic PowerPoint Overheads Discussion Questions and Scheduled Events Aug 21 (Week 1) Introduction Introduction to Services Chapter 1 Ch.1 Discussion Questions Introduction and Syllabus Distribution Aug 28 (Week 2) The Gaps Model of Service Quality Conceptual Framework for Understanding Service Delivery Chapter 2 Ch.2 Discussion Questions Assign Folder Groups Sept 4 (Week 3) Focus on the Customer Consumer Behavior for Services Chapter 3 Ch.3 Discussion Questions Class Photos Sept 11 (Week 4) Focus on the Customer Customer Expectations of Service Chapter 4 Ch.4 Discussion Questions   Sept 18 (Week 5) Focus on the Customer Customer Perceptions of Service Chapter 5 Ch.5 Discussion Questions Complaint Letter and/or Electronic Complaint Registration due* Enterprise Rent-a-Car Cycle of Service Presentation Sept 25 (Week 6) Understanding Customer Requirements Listening to Customers Through Research Chapter 6 Ch.6 Discussion Questions Oct 2 (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 9 (Week 8)   Understanding Customer Requirements Building Customer Relationships "When the Customer is Flat-out Wrong" Chapter 7    Ch.7 Discussion Questions Oct 16 (Week 9) Understanding Customer Requirements Service Recovery Chapter 8 Service Guarantees Ch.8 Discussion Questions Service Encounter Journal Entries due* "Bugs Burger" - Case Analysis Oct 23 (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) Oct 30 (Week 11) Aligning Service Design and Standards Physical Evidence and the Servicescape Chapter 11 Ch.11 Discussion Questions Nov 6 (Week 12) Delivering and Performing Service Employees' Roles in Service Delivery   Chapter 12 Ch.12 Discussion Questions Local Field Trip Praise Letter due* Nov 13 (Week 13) Exam 2 - Chapters 7-9, 11 (Specific Date, Time, and Format to Be Announced) Past Exam Questions   "Blind Cow" article (basis for one exam question) "Waiters to You" article (basis for another exam question) Potential MKT 405 Service Guarantee (basis for a third exam question) Nov 20 (Week 14) Delivering and Performing Service Customers' Roles in Service Delivery Chapter 13 Ch.13 Discussion Questions Complaint Letter Analysis due* Nov 27 (Week 15) Delivering and Performing Service Delivering Through Intermediaries and Electronic Channels Chapter 14 Ch.14 Discussion Questions Shouldice Hospital - Case Analysis Team Service Blueprint due Mystery Shopping Assignment due*  Dec 4 (Week 16) Delivering and Performing Service Managing Demand and Capacity Managing Service Promises Integrated Services Marketing Communications Chapter 15 Chapter 16 Ch.15 Discussion Questions Ch.16 Discussion Questions Class Co-production Paper due Service Encounter Journal Paper due* Dec 11 Exam 3 - Chapters 1-9, 11-16 (Specific Date, Time, and Format to Be Announced) Past Exam Questions   "Mickey D's Makeover" article (basis for one exam question) "Waiters to You" article (basis for another exam question) *Optional Assignments     Hits