| Dates |
Topic |
PowerPoint
Overheads |
Misc. |
| Aug 29, 31 |
Introduction
Introduction to Services |
Chapter 1 |
Class
Introduction
Syllabus Review
Ch.1
Discussion Questions |
| Sept
5, 7 |
Focus on
the Customer
Consumer Behavior for Services
|
Chapter 2 |
Assign
Folder Groups
Select Assignments
Ch.2
Discussion Questions |
| Sept 12, 14 |
Focus on the Customer
Customer Expectations of Service
|
Chapter
3
|
Ch.3 Discussion Questions |
Sept
19
|
Focus on
the Customer
Customer Perceptions of Service
|
Chapter 4
|
Service
Encounter Journal Entries due (9/19) (no
class on 9/21)
Ch.4 Discussion Questions |
| Sept 26, 28 |
Listening to Customer
Requirements
Understanding Customer Expectations Through Research
|
Chapter
5
|
Last
day to turn in Complaint Letter and ecomplaints
registration (9/26)
Ch.5 Discussion Questions
Service
Encounter Journal Paper Due (9/28)
|
| Oct
3, 5 |
Listening
to Customer Requirements
Building Customer Relationships
|
Chapter 6
|
Euro Disney - Case Analysis
Ch.6 Discussion Questions
|
| Oct 10, 12 |
Aligning Strategy, Service Design,
and Standards
Service Design and Positioning
|
Chapter 8
|
Service Blueprint due
(10/10)
Ch.8
Discussion Questions
|
| Oct
19 |
To
Be Determined. |
|
No
Class on 10/17 ()
Custom Research Inc. - Case Analysis
|
| Oct 24, 26 |
Exam 1 - Chapters
1-6, 8
Tuesday, Oct 24 and Thursday, Oct
26 |
|
Exam
1 - Potential Questions
Study
Guide for Essay Exam
|
Oct 31,
Nov 2 |
Managing
Service Promises
Physical Evidence and the Servicescape |
Chapter 10
|
Ch.10
Discussion Questions
Local Field Trip
Return exam 1 |
| Nov
7, 9 |
Delivering and Performing
Service
Employees' Roles in Service Delivery
|
Chapter
11
|
Ch.11
Discussion Questions
Shouldice Hospital - Case Analysis |
| Nov 14, 16 |
Delivering
and Performing Service
Customers' Roles in Service Delivery
|
Chapter 12
|
Ch.12 Discussion Questions
|
| Nov
21 |
To
Be Determined |
|
Praise Letter
due (11/21)
(No class on
11/23)
|
| Nov 28, 30 |
Delivering
and Performing Service
Delivering Through Intermediaries and Electronic Channels |
Chapter
13
|
Ch.13
Discussion Questions
|
| Dec
5, 7 |
Listening to Customer
Requirements
Service Recovery
|
Chapter
7 |
Ch.7 Discussion Questions
Complaint Letter Analysis due (12/7)
"Bugs
Burger" - Case Analysis |
| Dec 12, 14 |
Delivering
and Performing Service
Managing Demand and Capacity
Managing Service Promises
Promotion of Services
|
Chapter 14
Chapter
15
|
Class
Participation Paper due (12/12)
Ch.14
Discussion Questions
Ch.15
Discussion Questions
Course Conclusion
Course and Instructor Evaluations
|
| Dec
22 |
Exam
2
Friday, December 22,
1:15
- 3:15 p.m. |
|
|
