SERVICE QUALITY MANAGEMENT

Course Code MGMT412
Credits 3.0
Hours / Week 3



Services permeate every aspect of our life. This course will equip students with the conceptual knowledge to manage service quality; and the practical capability to identify service quality gaps and achieve quality improvement through various professional tools.

To build on the prior knowledge from management studies, this course specializes in the area of service quality management. Service quality is a product from the complexity of the configurations for the service operation systems. Service operation systems embrace the service provider, the service operation, and the service consumer. Particular emphasis is placed on the role of services and the interaction with the nature and determination of customer expectations.

This course will also develop an appreciation on the macro and micro facets of service quality management. For example, from considerations such as the ‘servicescape’ and the identification of the cost, risk, maintenance, and recovery from service failure. Quality tools for routine management, analysis, and evaluation of quality of services will be supplemented by examining productivity improvement processes.




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