Service Science Course for IBM, Almaden Research Center, Lecture 2 Topics

Some of the materials are from Chapter 5-6 of Service Management by Fitzsimmons & Fitzsimmons and Service is Front Stage by Teboul. Service Examples:

  1. Discussion of Homework #1

  2. Technology in Services
    • Role of Technology in Service Experience
    • Self Service and Challenges
    • E-Commerce and E-Services

  3. Service Quality
    • Dimensions of Service Quality
    • Analysis of a Service Quality Gap
    • Service Quality Assessment - SERVQUAL
    • An Example of Quality Control - Alpha Services
    • Service Failure and Recovery
Homework 2 - Attempt in groups of no more than 5 persons.

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Prepare for Lecture 3:
1. Class Discussion.
2. Write up of the homework for peer evaluation (approx. 5 pages).