Tentative Course Schedule Spring 2007
(Week 1)
Introduction and Syllabus Distribution
(Week 2)
Whiteleaf Hotel
Assign Folder Groups
No Class on 1/15/2007 - Martin Luther King Day
(Week 3)
Class Photos
(Week 4)
(Week 5)
Complaint Letter and/or Electronic Complaint Registration due*
Enterprise Rent-a-Car Cycle of Service Presentation
(Week 6)
(Week 7)
Service Encounter Journal Entries due*
Service Research Mini-Project findings due
(Week 8)
"When the Customer is Flat-out Wrong"
(Week 9)
Service Guarantees
"Bugs Burger" - Case Analysis
(Week 10)
Read Paper on Creative Dating (click to access)
(Week 11)
Complaint Letter Analysis due*
(Week 12)
Local Field Trip (???)
(Week 13)
(Week 14)
Shouldice Hospital - Case Analysis
Mystery Shopping Assignment due*
(Week 15)
(Click here for full set of notes...in PDF format)
Class Co-production Paper due
Service Encounter Journal Paper due*
(Week 16)
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