11385 (v.3) Strategic Customer Leadership 610

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Area:	Graduate School of Business
Contact Hours:	3.0
Credits:	25.0
Lecture:	1 x 3 Hours Weekly
Organised around the gaps model of service quality. Introduction to topics that include management and measurement of service quality, impact of new technology, service recovery, the linkage of customer measurement to performance measurement, and cross-functional treatment of issues thorough integration of marketing with disciplines such as operations and human resources. Each of these topics represent pivotal content for tomorrow's corporations as they structure around process rather than task, engage in one-to-one marketing, mass customise their offerings and attempt to build strong relationships with their customers.