Services Management (ESMT) 614

Services Management

ESMT 614

Delivery Mode: Online

Credits: 3

Prerequisites: Students must have successfully completed Phase 1 of the MBA program before taking this course.

Faculty: Faculty of Business

Program: Master of Business Administration

For current students a detailed course description is available in the MBA student handbook. For anyone not in the program interested in this course please visit the following website:


This course focuses on the marketing and operations components required to develop and implement a service-oriented strategy. Topics include the following: the nature of services and their distinctive characteristics, service quality issues and approaches for measuring service quality, managing service operations including forecasting demand for services and managing capacity and demand.

Athabasca University Library: Students are encouraged to browse the Library's Web site to review the Library collection of journal databases, electronic journals, and digital reference tools:

Athabasca University reserves the right to amend course outlines occasionally and without notice. Courses offered by other delivery methods may vary from their individualized-study counterparts.

Updated April 03 2019 by Student & Academic Services