Service Management

Course Objectives

The service industry is expected to contribute to economical growth. Service providing capabilities are becoming more significant not only in the service industry but also in manufacturing industries including the automobile and electronics industries.
In this course, we will discuss not only typical service industries such as food and beverages or leisure, but also several other situations where service is important, such as in finance, IT, retail, transportation and product maintenance. The common factor in all of these situations is the involvement of people. One of the defining characteristics of service is that customers with a variety of needs are linked both directly and indirectly to the company’s employees. The skills and capabilities of these employees varies and so a key theme in service management is how to handle people.
Throughout this course, students should be able to find new viewpoints particularly paying special attention to the following two topics:
1. Investigate the appropriate management approaches under different business environments upon understanding the general characteristics (e.g. intangibility and variability) of service.
2. Study service management theories such as service-profit chain and analyze service management from multiple perspectives including strategy, marketing, operation, and organizational behavior.

Course Details

Programs: Full-time MBA, Part-time & Online MBA
Discipline: Marketing and Strategy
Course Level: Applied Course
Required/Elective Course: Elective Course
Number of Credits: 1.5
Report: Day 4
Hours Per Class: 3 hours
Class Capacity: 35

 

Recommended Preliminary Courses

- Critical Thinking
- Marketing I
- Strategy

 

Theme/Reading Materials

Day 1
Session A
THEMEFundamentals of Service Management
CASEN/A
Session B
THEMECustomer Loyalty Management
CASEAgero: Enhancing Capabilities for Customers
 
Day 2
Session A
THEMEEmployee Loyalty and Service
CASECalveta Dining Services, Inc.: A Recipe for Growth?
Session B
THEMELoyalty Management in Platform Businesses
CASEWill Uber change the world?
 
Day 3
Session A
THEMEService Operation
CASEN/A
Session B
THEMEService Operation (Continued)
CASE・ SUNSET GRILL AT BLUE

 
Day 4
Session A
THEMEHigh-Touch Service Management
CASE・ The Ritz-Carlton Hotel Company
Session B
THEMEService Growth Strategy
CASE・ The Ritz-Carlton Hotel Company
 
Day 5
Session A
THEMEService Marketing
CASE・ Southwest Airlines (A)
・ Southwest Airlines (B)
・ Southwest Airlines (D)
Session B
THEMERedevelopment of Service Vision 
CASE・ Southwest Airlines 2002: An Industry Under Siege
 
Day 6
Session A
THEMETransformation of Organization in a Service Company
CASE・Positive dream persons: Aiming to Become a Company that Continues for Two Centuries
Session B
THEMEOverseas Expansion of Service Industry
CASE・Positive dream persons: Aiming to Become a Company that Continues for Two Centuries

 

Faculty

Tomoko Katsurayama
Tomoko Katsurayama
Marketing and Strategy
Toshimasa Mori
Toshimasa Mori
Marketing and Strategy, Organizational Behavior and HRM
COURSES:
Service Management
Cristian Vlad
Cristian Vlad
Creation, Global/Asia/Japan, Marketing and Strategy
COURSES:
Essentials of Marketing and Strategy
Service Management
Power And Influence
Cross Cultural Management
Design Thinking and User Experience
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