Service Marketing and Management

Program Features

Objective

The service economy and the service industry are playing an increasingly important role in major economies. In fact, "service with a smile" is one of the key products that successful companies sell these days. But what is behind these smiling faces? How can a competitive advantage be retained by turning a service into an experience? The objective of this two-day program is to develop the concept of service management and introduce the skills essential for successful service management.

The program focuses on how to manage a service operation at both the strategic and operational levels. Participants will encounter service marketing concepts and service operational management principles and practices. Upon completion of the program, graduates are able to apply the service management concepts and principles in their own operations.

Medium of Instruction

English supplemented with Cantonese.

Target Audience

The program is designed for managers with knowledge of managing a service-oriented organization and who want a better understanding of how to execute service management concepts and practices in their service environment