ECCM 406 — Service Management and Recovery
Marketing & Entrepreneurship · University of Ghana
Services are performances, deeds and acts, and whilst in product management we aim for zero defects, in services management we aim for zero defectives. Managing services can be a far more demanding organisational challenge compared to products because services are intangible, heterogeneous and perishable. Due to the heterogeneous nature of services, service failures sometimes occur and the capacity of organizations to skillfully manage these failure situations could always be the difference between lost businesses and satisfied clients. This course will focus on topics like service blueprinting, service recovery paradox, service empowerment and service boundary spanning roles.
- Credits
- 3
- Level
- Level 400
- Semester
- Semester Two
Other courses on this programme
- ECCM 401 — Measuring Customer Satisfaction
- ECCM 402 — Trust Building and Negotiation Skills
- ECCM 403 — Key Account Management
- ECCM 404 — Corporate Social Responsibility and Sustainability Marketing
- ECCM 405 — Public Sector Marketing Management
- MKTG 401 — Marketing Research
- MKTG 402 — Tourism Marketing
- MKTG 403 — Electronic Marketing Essentials
- MKTG 404 — International Marketing
- MKTG 405 — Fundamentals of Social Marketing
- MKTG 406 — Services Marketing
- MKTG 407 — Marketing Management
Practising ECCM 406 with Questora
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Start freeCourse details from University of Ghana Volume 2 Handbook for the Bachelor's Degree: Course Descriptions for Programmes in the Humanities (2017).