MKTG 674. Service Quality Management. 3 Hours.
Semester course; 3 lecture hours. 3 credits. Pre- or corequisite: MKTG 301 or MKTG 671. This course enables marketing students to develop a better understanding of service offerings from both a theoretical and practical perspective. Learning will focus on both private and public-sector service organizations. Students will learn how to analyze the design of service offerings, including operations, environment and people, and make recommendations for improving the offerings. The importance of internal and external customer feedback and continually measuring customer satisfaction/dissatisfaction will be highlighted as an integral part of managing service quality.
The Master of Science in Business with a concentration in marketing management offers students the opportunity to focus on conceptual and experiential dimensions of the business function of marketing with particular emphasis on branding, analytics, and gaining insights into consumers and the competitive environment.