Service provision has extended beyond conventional applications (banking, retailing, hospitality, insurance, and health care) and is now an integral and vital part of all business activity. Over 60% of the European workforce and 80% of the American workforce are now engaged in the service sector.
Service management builds the organisation's structure, strategies, processes, and culture around the customer.
A focus on products, misunderstanding customer expectations, resistance within the organisation, lack of employee commitment, service gaps (between customer expectations and experience), and a lack of necessary management skills are common problems for organisations aiming to develop effective customer focused strategies.
The MA in International Service Management is designed to help organisations to meet these challenges. You acquire new skills and develop your competencies by actively applying service management principles and analysing business processes.