Service Operations

Students will select a firm in Service Sector Management, conduct field research on the firm, and present their findings in a corporate format report. The report includes an appropriate indication of source materials, presented in APA referencing format. The paper should cover issues such as the firm’s history, their products or services, the market in which they compete, what their competitive advantages are, what role service plays in their competitive advantages, what their strategic options are, and what your recommendations are. Field research could include visiting the firm, interviewing customers, interviewing industry experts, and being a “secret shopper.” Papers should be no longer than 5 pages double-spaced written in business memo form.  It has to be written as a customer-oriented view that would cover issues of how it provides good customer service and how it might provide even better customer service. For more information read this:

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