| Lectures and exercises |
hours |
| Topics |
Specific contents |
|
| Overview of service management |
introduction to services, fundamental differences between goods and services, consumer decision processin services management, ethical issues |
6
|
| Service strategy |
service delivery process, the princing of services, developing the service communications mix, managing the firm's physical evedence, people issues: managing service employees, people issues: managing service customers, |
14
|
| Assesing and improving service delivery |
Defining and measuring customer satisfaction, Defining and measuring service quality, service failures and recovery strategies, customer retention |
4
|
| efficiency in service firms |
mathematical models for calculating the performance in service firms |
4
|
| Fundamentals of financial engineering |
Introduction, exchange-trader markets, over the counter markets, forward contracts, futures contracts, options, hedgers, speculators, arbitrageurs |
22
|
| Total hours for lectures and exercises |
50 |
| for exercises only |
|
|
Further educational activities
|
hours
|
| Labs |
|
| Tutorials / Seminars |
|
| Workshops |
|
| Guided tours |
|
| |
|
| Total hours for further educational activities |
0 |
| Total hours |
50
|