Schedule

Week of:	Topic	PowerPoint Overheads	Discussion Questions and Scheduled Events
Jan 15	Introduction Introduction to Services	Chapter 1	Ch.1 Discussion Questions Class Introduction Syllabus Review
Jan 22	Focus on the Customer Consumer Behavior for Services	Chapter 2	Ch.2 Discussion Questions Assign Folder Groups Select Assignments
Jan 29	Focus on the Customer Customer Expectations of Service	Chapter 3	Ch.3 Discussion Questions
Feb 5	Focus on the Customer Customer Perceptions of Service	Chapter 4	Ch.4 Discussion Questions Service Encounter Journal Entries due (2/5)
Feb 12	Listening to Customer Requirements Understanding Customer Expectations Through Research	Chapter 5	Ch.5 Discussion Questions Last day to turn in Complaint Letter and ecomplaints registration (2/12) Service Encounter Journal Paper Due (2/12)
Feb 19	Listening to Customer Requirements Building Customer Relationships	Chapter 6	Ch.6 Discussion Questions Custom Research Inc. - Case Analysis
Feb 26	Aligning Strategy, Service Design, and Standards Service Design and Positioning	Chapter 8	Ch.8 Discussion Questions Service Blueprint due (2/28)
Mar 5	Exam 1 - Chapters 1-6, 8 Specific Date, Time, and Format to Be Announced		Study Guide for Essay Exam
Mar 12	Spring Break!!		No Class
Mar 19	Managing Service Promises Physical Evidence and the Servicescape	Chapter 10	Ch.10 Discussion Questions Return exam 1 Local Field Trip
Mar 26	Delivering and Performing Service Employees' Roles in Service Delivery	Chapter 11	Ch.11 Discussion Questions Shouldice Hospital - Case Analysis
April 2	Delivering and Performing Service Customers' Roles in Service Delivery	Chapter 12	Ch.12 Discussion Questions Praise Letter due (4/2)
April 9	Delivering and Performing Service Delivering Through Intermediaries and Electronic Channels	Chapter 13	Ch.13 Discussion Questions Euro Disney - Case Analysis
April 16	Listening to Customer Requirements Service Recovery	Chapter 7	Ch.7 Discussion Questions Complaint Letter Analysis due (4/16)
April 23	To Be Determined		"Bugs Burger" - Case Analysis Course/Instructor Evaluations
April 30	Delivering and Performing Service Managing Demand and Capacity Managing Service Promises Promotion of Services	Chapter 14 Chapter 15 Chapter 18	Ch.14 Discussion Questions Ch.15 Discussion Questions Class Participation Paper due (4/30) Course Conclusion
May 7	Exam 2 M/W 4:30 Class: 3:30 - 5:30 p.m. 5/7/01 M 6:00 Class: 6:00-8:00 p.m. 5/7/01 Take-home Question: due by 3:00 p.m. 5/7/01