| Some of the materials are from Chapter 1-4 of Service Management by Fitzsimmons & Fitzsimmons and Service is Front Stage by Teboul.
| Service Examples:
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- The Role of Services in an Economy (short introduction)
- Service System Framework (Kwan-Min) pp. 1-9 (Updated 3/31/08)
- Motivation for this Research
- Customer, Service Provider, Service Experience
- Service Systems Network and Service Supply Chain - Amazon.com Example (Updated 4/5/08)
- Service System Worldview - stakeholders, competitors, partners, community, society
- Service - customer partcipation and co-creation of Value - Customer Value Example
- New Service Development
- Strategic Considerations for Services
- Porter's Competitive Forces and Generic Strategy Model - Sabre Example
- Complexity and Dynamism of Service Systems - Changes and Sustainability pp. 12-13
- Factor Affecting the Evolution of Service Systems
- Service System Details
- Front Stage, Back Stage - Service vs. Products
- Service Intensity Matrix
- Relationship among the Customer, Service Provider and Service Experience pp. 10-11
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| Homework 1 - Attempt in groups of no more than 5 persons.
Choose one of the following service industries: Air Travel, Package Delivery, Fast Food Restaurant, Movie Rental.
Identify one company in the industry and describe the components of its Service System and World View. Describe the competitive environment of the example and the competitive forces and strategies adopted by different players.
Prepare for Lecture 2:
1. Class Discussion.
2. Write up of the homework for peer evaluation (approx. 5 pages).
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