Service management

Service management -Summary

The course examines the role and importance of the service sector in the modern economy, focusing on the distinctive characteristics of services and their impact on management practices. It addresses strategic and organizational aspects of service management, including service process design, capacity and waiting time management. Emphasis is placed on human resources, service culture, customer involvement, and the use of tangible elements to support service delivery. The course concludes with an analysis of service quality management as a key factor for customer satisfaction and organizational performance.