College of Business Home 
SFASU Home 
Top of this pageNote: This "standard" course syllabus is only a guide. Actual requirements for a particular course and section of this course are described in the course section syllabus, which should be obtained from the course instructor at the beginning of the respective semester. Requirements listed herein are subject to change without notice.
Catalog Description: - Concepts and issues in the management of services.
Prerequisites: MGT 371 and senior standing.
Course Objectives: Upon completion, the student will have investigated the traditional and topical issues and decisions that are faced in the management of services. This investigation will include analyzing the role of services in both domestic and global economies, comparing and contrasting the different types of delivery channels, recognizing and critically evaluating service strategies by actively participating as a customer of a real-world organization, and as a member of a team study benchmarking, its concepts and techniques, as benchmarking applies to problem-solving for service quality control and productivity. The student will also participate as a team member in researching through literature and experience specific issues of the above topics, write a paper and present the research to the class at the end of the semester.
Current Textbook: Fitzsimmons, J. A., and Fitzsimmons, M. J. Service Management (latest ed.) (Irwin)
Evaluation: Student performance will be measured through short answer exams and team assignments involving written and oral presentations. Other types of evaluation may be employed at the discretion of the professor.
Course Coordinator: Dr. Joyce M. Hoffman
Course Content:
Required Topics
Optional Topics
College of Business Home SFASU Home Top of this page