Introductory description

N/A.

Module web page

Module aims

Outline syllabus

This is an indicative module outline only to give an indication of the sort of topics that may be covered. Actual sessions held may differ.

Introduction: the customer service challenge. Develop an understanding of the scope and nature of service operations; and the
need for and importance of improving services. Delivering the service concept.
Design of customer service operations and processes. The need for well defined service concept and how this translates into
service design. Different approaches to service design will be presented and evaluated. Managing service quality. Measuring
customer satisfaction.
Closing expectation / perception gaps: gap analysis. Develop an understanding of the managerial challenge of service quality,
drawing on confirmation theory and the gap model of quality. Different approaches to measuring customer satisfaction,
including SERVQUAL, CIT, Service Transaction Analysis.
Managing staff. Managing customers. Capacity management.
An examination of the challenges of managing these key resources. Staff empowerment; leadership and the role of middle managers; management of compliant versus adaptive service operations. Effective management of customers as a service resource; the challenge of matching supply and demand in operations where production and consumption of service is simultaneous.

Learning outcomes

By the end of the module, students should be able to:

• The main critical works in Customer Service Management.
• The organisational and strategic context within which customer service managers function.
• The design and management of customer service operations and processes.
• The challenge of delivering service quality and effectively managing capacity.
• Methods of measuring service quality and customer satisfaction.
• Be able to analyse case studies to propose potential solutions to Customer Service problems and issues.
• Learn to apply and critically evaluate the concepts and tools for analysing customer service operations and processes.
• Develop an ability to critically evaluate the design and delivery of customer service in a variety of service organisations and contexts.

Indicative reading list

Johnston, R., Clark, G. and Shulver, M., Service Operations Management, Prentice Hall, 4th edition, 2012.
Van Looey, Bart., Paul Gemmel and Roland Van Dierdonck, Services Management: An integrated approach, 3rd ed., FT Prentice Hall, Harlow, 2013.
Fitzsimmons, J.A and Fitzsimmons, M.J., Service Management, McGraw Hill, 8th edition, 2014.

Subject specific skills

Demonstrate an awareness of practical managerial issues in Customer Service.
Development of decision making skills regarding design of customer service operations and processes, management of service quality and customer satisfaction, and capacity management.

Transferable skills

Demonstrate problem solving skills developed through analysing business problems in case studies.