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Course Description

Services are deeds, processes, and performances provided by firms and individuals to create customer experiences. The primary theme of the course is that service organizations (e.g., banks, educational institutions, hospitals, hotels, professional services, transportation companies) require a distinctive approach to managing the marketing strategy, both in its development and execution. The course is designed around a conceptual framework called the Gaps Model of Service Quality that is used in companies around the world to understand service problems and organize for solving them.

Applies Towards the Following Certificates

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