Managing Service Organizations
General Information The template
Wenbo Huang PhD
Turn Around Time
Within 24 hours
Course Description and Purpose
HFT4240 – Managing Service Organizations: In-depth study of management issues relating to service and quality assurance in the service industry. Examines service linkages to marketing operations and human resources.
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As a member of the FIU community you are expected to be knowledgeable about the behavioral expectations set forth in the FIU Student Conduct and Honor Code.
Technical Requirements and Skills
One of the greatest barriers to taking an online course is a lack of basic computer literacy. By computer literacy, we mean being able to manage and organize computer files efficiently and learning to use your computer's operating system and software quickly and easily. Keep in mind that this is not a computer literacy course, but students enrolled in online courses are expected to have moderate proficiency using a computer. Please go to the What's Required webpage to find out more information on this subject.
Please visit our Technical Requirements webpage for additional information.
Accessibility and Accommodation
The Disability Resource Center collaborates with students, faculty, staff, and community members to create diverse learning environments that are usable, equitable, inclusive, and sustainable. The DRC provides FIU students with disabilities the necessary support to successfully complete their education and participate in activities available to all students. If you have a diagnosed disability and plan to utilize academic accommodations, please contact the Center at 305-348-3532 or visit them at the Graham Center GC 190.
For additional assistance please contact FIU's Disability Resource Center.
Web Accessibility Statements for Partners and Vendors
Please visit our ADA Compliance webpage for additional information about accessibility involving the tools used in this course.
Academic Misconduct Statement
Florida International University is a community dedicated to generating and imparting knowledge through excellent teaching and research, the rigorous and respectful exchange of ideas, and community service. All students should respect the right of others to have an equitable opportunity to learn and honestly demonstrate the quality of their learning. Therefore, all students are expected to adhere to a standard of academic conduct, which demonstrates respect for themselves, their fellow students, and the educational mission of the University. All students are deemed by the University to understand that if they are found responsible for academic misconduct, they will be subject to the Academic Misconduct procedures and sanctions, as outlined in the Student Conduct and Honor Code. Academic Misconduct includes:
Panthers Care & Counseling and Psychological Services (CAPS)
If you are looking for help for yourself or a fellow classmate, Panthers Care encourages you to express any concerns you may come across as it relates to any personal behavior concerns or worries you have, for the classmate’s well-being or yours; you are encouraged to share your concerns with FIU’s Panthers Care website.
Counseling and Psychological Services (CAPS) offers free and confidential help for anxiety, depression, stress, and other concerns that life brings. Professional counselors are available for same-day appointments. Don’t wait to call (305) 348-2277 to set up a time to talk or visit the online self-help portal.
This course will serve to embrace the diversity and inclusivity found within Florida International University. We appreciate and respect diversity, equality, equity, cooperativeness, community, and sustainability within our online courses. We are committed to the ongoing education of our students and their participation within the course regardless of gender, ethnicity, age, sexual orientation, geographical location, religion, and disability. We strive in encouraging collaboration by preparing our students to value the differences in others. At the core of our intentions is the encouragement of acceptance and appreciation of differences within our student population and community.
There are no prerequisites for this course.
Proctored Exam Policy
Please note that the information contained in this section applies only if your course requires a proctored exam.
Through a careful examination of this syllabus, it is the student’s responsibility to determine whether this online course requires proctored exams. Please visit our Student Proctored Exam Instructions. webpage for important information concerning proctored exams, proctoring centers, and important forms.
Textbook and Course Materials
Managing and Leading Human Service Organizations
Ralph Brody, Murali Nair
SAGE Publications, 2013, 4th Edition
Expectations of This Course
This is an online course, which means most (if not all) of the course work will be conducted online. Expectations for performance in an online course are the same for a traditional course. In fact, online courses require a degree of self-motivation, self-discipline, and technology skills which can make these courses more demanding for some students.
Students are expected to:
The instructor will:
Communication in this course will take place via the Canvas, WeChat Group, Tencent Meeting, Email, Office hours, and Classroom.
Assignment 1: Literature review-Research papers
Find a research paper related to service management from FIU library. Make a brief introduction of the paper in terms of the main contents, research methodology and research findings. You are required to
Assignment 2: Group Project:
Students are required to form groups of 4 or 5 to make the team project. Once you have formed the groups, you need to perform the following tasks:
Task 1: Choose a hospitality firm, either a restaurant or a hotel, and make an observation on any one of its service activities, such as food and beverage service, front office service, housekeeping, recreation services, etc. and find out the service failures.
Task 2: Analyze the possible reasons of the service failures and try to provide measures for service recovery.
Before you make the presentation you need to submit:
(2) Word document of the report sent to TA
(3) PPT for presentation
[Insert notes about grading here]
|Course Requirements||Number of Items||Points for Each||Total Points Available||Weight|
|Assignment 2 Presentation||1||100||100||15%|
|Assignment 2 Paper||1||100||100||10%|
| Test 1|| 1|| 100|| 100|| 25%|
| Test 2|| 1|| 100|| 100|| 25%|
[Insert weekly schedule notes here]
Please See Module Syllabus!!!!!
Course syllabus, Introduction to the Course
Leading the Service Organization
Grouping for Project:4 students in one group
Planning for Service Organization
Use examples to show the four features of service.Assignment 1: Literature Review
Group discussion on quality “gurus”. 2-3 students in one group and randomly chosen to make presentation on each guru and each theorySubmit your literature review
Meeting ManagementEmpowerment, Guarantees, and Recovery
|Chapter 8,9||Supervision on Group Assignment|
Managing Cross-culture Communication and Conflicts
Humanizing the Organization: Managing Employee Stress
|Chapter 10,19||Supervision on Group Assignment|
Assignment 2: Group Project PresentationsFinal Test
|Group Presentations |