High-end services within the field of international services are challenging due to their temporal nature and constant search for excellence. In this module we will have a look at those challenges and finding answers to whatever the customer throws at you. Integrating the approaches within field of service management, i. e. , service design etc. , one can identify four important issues: performance measurements systems in service firms, managing innovation in a service environment, managing services across national boundaries and of course defining a service (concept) strategy.
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Conté: M501 Module presentation and Learning objectives / M502 Operational management of sustainable high-end customer experience / M503 Introduction to operational management of sustainable high-end customer experience / M504 1. Performance measurements systems / M505 2. Managing innovation in a service environment / M506 3. Managing services across national boundaries / M507 4. Defining a service (concept) strategy / M508 Mandatory readings: Gilles M. Rasson. Operational Management of sustainable high-end customer experience / M509 Additional readings
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