Service Management and Recovery At University Of Ghana
Services are performances, deeds and acts, and whilst in product management we aim for zero
defects, in services management we aim for zero defectives. Managing services can be a far more
demanding organisational challenge compared to products because services are intangible,
heterogeneous and perishable. Due to the heterogeneous nature of services, service failures
sometimes occur and the capacity of organizations to skillfully manage these failure situations
could always be the difference between lost businesses and satisfied clients. This course will focus
on topics like service blueprinting, service recovery paradox, service empowerment and service
boundary spanning roles.