Part I - Fundamentals
Unified Services Theory Basics
Services Planning and Execution
Non-Services (manufacturing)
Part II - Service Business Strategy
Part III - Managing Service Processes
Cost Issues
Human Resources Management
Marketing in Services
Production and Inventory Control
Part IV - Service Quality and Value
Understanding Service Businesses: Applying Principles of Unified Services Theory
Second Edition
Scott E. Sampson
Brigham Young University
Published by John Wiley & Sons, Inc.
Learning Objectives
Learn how to manage service processes and business
Teaching Methods
Lectures
Type of Assessment
Written test
Course program
Part I - Fundamentals
Unified Services Theory Basics
Services Fundamentals: Planning
Services Fundamentals: Execution
Understanding Non-Services (manufacturing)
Part II - Service Business Strategy
Identifying Strategic Opportunities
Identifying Strategic Threats
Part III - Managing Service Processes
Cost Issues
Human Resources Management
Marketing in Services
Production and Inventory Control
Service blueprinting
Part IV - Service Quality and Value
Defining Service Quality
Challenges in Delivering Service Quality
Service Recovery
Measuring Service Quality and Productivity