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ENTR216 - Service Innovation and Delivery

Course Details

Course Code: ENTR216 Course ID: 4567 Credit Hours: 3 Level: Undergraduate

This course focuses on opportunities and problems encountered in the service sector as entrepreneurs seek to accomplish growth in their service businesses. Topics explored include selecting resources to support service businesses, motivating employees in the service sector and developing a control system to offer an efficient and effective service product to your market. Students develop a market analysis of the needs and wants matrix for the service market.





Course Schedule

Registration Dates Course Dates Session Weeks
05/27/19 - 11/01/19 11/04/19 - 12/29/19 Fall 2019 Session I 8 Week session
07/29/19 - 01/03/20 01/06/20 - 03/01/20 Winter 2020 Session B 8 Week session
09/30/19 - 02/28/20 03/02/20 - 04/26/20 Winter 2020 Session D 8 Week session

Current Syllabi

  1. Identify behaviors that engage and disengage consumers.
  2. Classify resources to support a service-oriented business.
  3. Discuss facts important to effective service marketing.
  4. Complete a market analysis for customer expectations.
  5. Determine strategic options to recover lost customers.
  6. Construct a control system for the service-oriented business.
NameGrade %
Forum 30.00 %
Introduction 3.75 %
Service Innovation 3.75 %
Customer Journey 3.75 %
Understanding Customers 3.75 %
Customer Engagement 3.75 %
Challenges 3.75 %
Internal Alignment 3.75 %
Customer-Centric 3.75 %
Exercises 40.00 %
Week 1 - Service Trends 5.71 %
Week 2 - Customer Lifecycle 5.71 %
Week 3 - The Customer Story 5.71 %
Week 4 - Innovative Service 5.71 %
Week 5 - Business Concept 5.71 %
Week 6 - Better Customer Performance 5.71 %
Week 7 - Alignment and Collaboration 5.71 %
Marketing Audit 30.00 %
Week 8 - Innovative Service Strategy 30.00 %
Unassigned 0.00 %
Customer Engagement 0.00 %
Challenges 0.00 %
Internal Alignment 0.00 %
Book Title: Service Design for Business: A Practical Guide to Optimizing the Customer Experience - eBook available in the APUS Online Library.
Author: Reason, Ben
Publication Info: Wiley Lib
ISBN: 9781118988923

Book Title:Service Design for Business: A Practical Guide to Optimizing the Customer Experience - eBook available in the APUS Online Library.
ISBN:9781118988923
Author:Reason, Ben
Unit Cost:$20.64

Previous Syllabi

Not current for future courses.