2017-2018 Graduate Catalog

MARK 70140 Managing Service Excellence

1.5 credit hours. Prerequisite: MARK 60010 or 60011, or permission of department chair. To be competitive in today's marketplace, service organizations must provide a quality experience for their customers. This course identifies the key dimensions on which customer perceptions of service excellence are based, and describes strategies for offering superior customer service. Key course concepts include: (1) the drivers of service excellence, (2) reducing gaps in service performance, (3) measuring service quality, (4) service recovery and guarantees, and (5) internal marketing.