This course takes both a practical and conceptual approach to the management of services. This course looks at key components of services that affect the expectations and perceptions of customers as well as issues of demand management; developing systems that address custom problem solving and complaint management. The course will integrate operations, marketing, strategy, information technology and organizational issues. This course will cover both Business to Business (B2B) Services and Business to Customer (B2C) Services. Basic knowledge of Marketing and Operations Management will be a prerequisite for this course.