Faculty: Not offered in 2007-2008
The intent of this course is to provide you with an understanding of the analysis, decision making and implementation issues involved in managing the operational aspects of a service-oriented enterprise. With an emphasis on the "managerial perspective", the course is professionally biased in its approach to understanding loyalty and service opportunities, their operating problems and their successful resolution. As a consequence, cases are employed extensively in the support, and application, of the large amount of conceptual material found in the texts and readings.
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