MBA 513

Issues in Service Technology and HR Management

Units: 0.5-1.5

Addresses the distinct needs and problems of service organizations in the areas of human resource management and IT management. Topics include: e-service and the role of technology; customer relationship management (CRM); managing the organizational culture; impact of cultural differences on customer service; management and motivation of knowledge workers; customer self-service technology; the service profit chain; and sustainable and socially responsible practices in human resource management.


  • Not open to students with credit in the Service Management Specialization courses previously offered under MBA 595.
  • 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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