MBA 509

Managing in the Service Economy

Units: 0.5-2.0

Examines service issues from organization and human resources management, operations management and marketing perspectives to provide students an integrated view of designing and delivering a valuable, memorable customer experience. Topics include: building a service culture and strategy, managing the talent, service blueprinting, developing customer-oriented service standards, service design, creating the "servicescape", understanding consumer emotions and psychology, service failure and recovery, customer co-creation of value and service delivery networks.


  • The unit value of a course section will be specified according to the program in which it is delivered.

Graduate course in the Master of Business Administration program offered by the Faculty of Graduate Studies.

Summer 2019 Fall 2019 Spring 2020

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

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