11385 (v.3) Strategic Customer Leadership 610
| Area: | Graduate School of Business |
| Contact Hours: | 3.0 |
| Credits: | 25.0 |
| Lecture: | 1 x 3 Hours Weekly |
| Responds to the challenge of viewing customers strategically and the unique demands this makes on managers and leaders. An introduction to topics that include management and measurements of service quality, service recovery, the linking of customer measurement to performance measurement and cross-functional treatment of issues through integration of marketing and disciplines such as operations and human resources. Emphasis is on services marketing, new developments in the field, cross cultural issues in services and the impact of technology. The unique feature of this unit is the combination of the strategic view of the customer and a detailed understanding of issues associated with service marketing. |
| Year | Location | Period | Internal | Area External | Central External | | 2003 | Perth City Campus | Trimester 2 | Y | | | | 2003 | Perth City Campus | Trimester 3 | Y | | | |
Current as of: October 30, 2003 13:11:55
CRICOS provider code 00301J
