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
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
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
Successful completion of MAR 3023, or Dr. Hightower’s signed permission.
students must sign the attached
Cintas, Inc. Confidentiality and Nondisclosure
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
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
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
Build upon important workplace skills (e.g., cooperation, teamwork,
meeting deadlines, report writing) through active learning activities
and other classroom exercises.