RMG 303 Service Quality Management

The quality of service that customers experience in retail settings is affected by many factors. As a result, the challenge for retailers is to provide an environment that instills a focus on customers and delivers the service required to satisfy those customers. This course will introduce students to service quality management frameworks and principles. It will examine how they are reflected in key organizational and management strategies, particularly those related to the management of the retail workforce. Lect: 3 hrs. Prerequisite: RMG 200, Antirequisite: HTH 102 Course Weight: 1.00 Billing Units: 1

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