ESMT-614: Services Management Report a Broken Link

Services lie at the hub of economic activity in many societies. In our society, and in that of other industrialized economies, the service sector employs a large and growing proportion of the workforce. As a result, managers must learn how a service strategy can contribute to a competitive advantage for their organizations. This course focuses on the marketing and operations components required to develop and implement a service-oriented strategy. Topics include the following:

  • the nature of services and their distinctive characteristics
  • service quality issues and approaches for measuring service quality
  • managing service operations including forecasting demand for services
  • managing capacity and demand

 

Suggested Readings


Week 1


Reading 8: Pine, B. J., & Gilmore, J. H. (2011). The experience economy: Work is theatre & every business a stage. Harvard Business Press.

Week 2


Week 3


Week 4


Week 5


Week 6


Week 7


Week 8


Reading 43: Adam, M., Wessel, M., & Benlian, A. (2021). AI-based chatbots in customer service and their effects on user compliance. Electronic Markets, 31(2), 427–445.

Reading 44: Arsenijevic, U., & Jovic, M. (2019, September). Artificial intelligence marketing: Chatbots. In 2019 international conference on artificial intelligence: applications and innovations (IC-AIAI) (pp. 19–193). IEEE.

Reading 45: Chong, T., Yu, T., Keeling, D. I., & de Ruyter, K. (2021). AI-chatbots on the services frontline addressing the challenges and opportunities of agency. Journal of Retailing and Consumer Services, 63, 102735.

Reading 46: Gupta, A., Hathwar, D., & Vijayakumar, A. (2020). Introduction to AI chatbots. International Journal of Engineering Research and Technology, 9(7), 255–258.

Reading 47: Nicolescu, L., & Tudorache, M. T. (2022). Human-computer interaction in customer service: The experience with AI chatbots—a systematic literature review. Electronics, 11(10), 1579.

Reading 48: Przegalinska, A., Ciechanowski, L., Stroz, A., Gloor, P., & Mazurek, G. (2019). In bot we trust: A new methodology of chatbot performance measures. Business Horizons, 62(6), 785–797.

Reading 49: Stoilova, E. (2021). AI chatbots as a customer service and support tool. ROBONOMICS: The Journal of the Automated Economy, 2, 21–21.

Selected COVID-19 articles/post-pandemic articles