Service Process Design
Differentiate the characteristics of a service organization from a
manufacturing organization.
Explain the elements of a service-product bundle.
Organize a variety of service offerings into the service delivery system
matrix.
Describe the effect on the service delivery system of customer contact.
Explain service recovery and service guarantees.
Evaluate the role of technology in service management.
Appraise how globalization has affected services.
Define the attributes of the service-profit chain
