4 Fri Why is strategic Relationship Strategies 9/1 alignment important Service Supply Relationships 68 in service supply 218 Sources of Service Sector Growth relationships? Growth and Innovation What growth 77 Innovation in Services strategies are 78 New Service Development available to service 90 Domestic Growth and Expansion firms? 92 Strategies In class Franchising Case: Disney Global Expansion 5 Wed How do innovation Supplemental article: The Customer 121 9/6 strategies remain Centered Innovation Map customer focused? II. Quality 6 Fri How to define and Defining Service Quality 9/8 manage quality in an Dimensions in Service Quality 136 intangible world? 137 Gaps in Service Quality 144 Quality Service by Design What options and 157 Service Recovery tradeoffs are involved 159 Service Benchmark Bronson Methodist – in managing Hospital customer The Service Encounter relationships? 173 The Service Encounter Triad 192 Case: Clean Sweep 196 Case: The Complaint Letter 7 Wed How important is Supplemental article: Manage Your Human 198 9/13 customer perception? Sigma 8 Fri Midterm Exam Includes headlines, text, class content, – 9/15 I. Strategy & II. cases, and supplemental articles. Quality III. Process
4 Fri 9/1 Why is strategic alignment important in service supply relationships? What growth strategies are available to service firms? Relationship Strategies Service Supply Relationships Sources of Service Sector Growth Growth and Innovation Innovation in Services New Service Development Domestic Growth and Expansion Strategies Franchising Case: Disney Global Expansion 68 218 77 78 90 92 In class 5 Wed 9/6 How do innovation strategies remain customer focused? Supplemental article: The Customer Centered Innovation Map 121 II. Quality 6 Fri 9/8 How to define and manage quality in an intangible world? What options and tradeoffs are involved in managing customer relationships? Defining Service Quality Dimensions in Service Quality Gaps in Service Quality Quality Service by Design Service Recovery Service Benchmark – Bronson Methodist Hospital The Service Encounter The Service Encounter Triad Case: Clean Sweep Case: The Complaint Letter 136 137 144 157 159 173 192 196 7 Wed 9/13 How important is customer perception? Supplemental article: Manage Your Human Sigma 198 8 Fri 9/15 Midterm Exam – I. Strategy & II. Quality Includes headlines, text, class content, cases, and supplemental articles. III. Process
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