Applied Service Management in North America

This course focuses on the effects of individual and group behaviour on organizational processes and outcomes in a service organization, and will prepare students for success in their work practicum. Significant emphasis will be placed on interpersonal skills important in supporting high-level service management in a North American workplace culture from a front-line to managerial level. Service approaches in different international contexts will be compared, and human resource training approaches for application in supervisory and managerial levels in different organizational contexts will be addressed.