SMGT 417

Service Human Resource Management

Units: 1.5

Hours: 3-0-0

Formerly: HSM 417

In services companies, the interaction between the customer and the employee is both an opportunity and a challenge for management. An examination of the unique aspects of building an excellent human resource management system in hospitality and services. Topics include: the role of the servant leader, creating a service culture, attracting, developing and retaining high performers, reward systems in service organizations and designing systems to support service delivery.


  • Credit will be granted for only one of SMGT 417, HSM 417.



Undergraduate course in Service Management offered by the Peter B. Gustavson School of Business.

Fall 2018 Spring 2019 Summer 2019

Summer timetable available: February 15. Fall and Spring timetables available: May 15.

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