HADM 3450: Services Experience Management and Marketing
Fall. 3 credits. Letter grades only (no audit).
Prerequisite: marketing course or permission of instructor. Co-meets with HADM 6450.
Faculty teaching this course:
- Robert Kwortnik - Fall 2018
Students will develop critical analytic skills and knowledge for implementing service strategies to create and manage the customer experience. Topics include services consumer behavior and decision processes; services research methods; service quality analysis; customer-relationship management and service recovery; service experience design (analysis of "service as theater," service "blueprinting," and the "servicescape"); and integrated marketing communication strategies for services. Students learn through discussion of current services theories and research, experiential exercises, case analyses, and industry guest speakers. A main focus of the course is a team consulting project involving a services-marketing audit of a "live" organization.