mar4841cintasfinalsyllabus082410 - Florida A&M...

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1 Florida A&M University School of Business and Industry SERVICES MARKETING Course MAR 4841 Fall 2010: Cintas, Inc., Committed Corporate Partners- Creating Sustainable Competitive Advantage Instructor: Dr. Roscoe Hightower, Jr. Office: Room 406 School of Business & Industry East Wing Office Hours: TTH Only or by appointment e-mail: Telephone: (850) 599.8335 Students whose names do not appear on the class list will not be permitted to participate (take exams or receive credit) without first showing proof of registration by 09/07/10. SBI MISSION STATEMENT ”The mission of the School of Business & Industry (SBI) at Florida A&M University (FAMU) is to produce graduates capable of excelling as future leaders in global business, industry, and commerce… SBI also aspires to be recognized nationally and internationally as a preeminent center of excellence in business.” View the entire SBI mission, values, and vision statements at the following link Prerequisites Successful completion of MAR 3023, or Dr. Hightower’s signed permission. FALL 2010 students must sign the attached Cintas, Inc. Confidentiality and Nondisclosure Agreement and return to Cintas, Inc. c/o Dr. Hightower prior to 9/2/2010. If you do not sign the confidentiality agreement, then you will not be eligible to successfully complete this course during the fall 2010 semester, and should drop this course immediately. Course Objectives The objective of this class is to introduce the participant to the marketing of services. The intent of this course is to introduce, discuss, and analyze several topics important to service businesses. After completing this course, students should be able to: Understand the unique challenges involved in marketing and managing services. Identify differences between marketing in service versus manufacturing organizations and understand how “service” can be a competitive advantage in manufacturing organizations. Identify and analyze the various components of the “services marketing mix” (three additional P’s) as well as key issues required in managing service quality. Appreciate the role of employees (and often customers) in service delivery, customer satisfaction, and service recovery. Appreciate other key issues in service businesses, such as managing supply and demand, the overlap in marketing/operations/human resource systems, and relationship management. Build upon important workplace skills (e.g., cooperation, teamwork, meeting deadlines, report writing) through active learning activities and other classroom exercises.
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2 Course Objectives Continued Become better, more aware, and maybe less naive services consumers. Enjoy themselves while accomplishing all of the above.
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mar4841cintasfinalsyllabus082410 - Florida A&M...

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