General Information The template

Professor Information

Instructor Profile Picture


Wenbo Huang PhD






Office Hours

By Appointment


Turn Around Time

Within 24 hours

Additional Notes

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.

Course Objectives

  • To define the concept of Quality Service.
  • To learn how to become a service leader.
  • To determine what is meant by being “Of Service.”
  • To develop an understanding of the evolutionary nature of service and how to strategically plan for its future development.

Important Information


Please review the FIU's Policies webpage. The policies webpage contains essential information regarding guidelines relevant to all courses at FIU, as well as additional information about acceptable netiquette for online courses. For additional information, please visit FIU's Policy and Procedure Library.

 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.

Privacy Policy Statements for Partners and Vendors

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:


  • The unauthorized use of any materials, information, study aids or assistance from another person on any academic assignment or exercise, unless explicitly authorized by the course Instructor; 
  • Assisting another student in the unauthorized use of any materials, information, study aids, unless explicitly authorized by the Instructor; and 
  • Having a substitute complete any academic assignment or completing an academic assignment for someone else, either paid or unpaid; and


  • The deliberate use and appropriation of another are work without any indication of the source and the representation of such work as the Student's own.
  • Assisting another student in the deliberate use and appropriation of another’s work without any indication of the source and the representation of such work as the student’s own. 

Learn more about the academic integrity policies and procedures as well as student resources that can help you prepare for a successful semester.

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.

Inclusivity Statement

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.

Course Prerequisites

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
title : 

 Managing and Leading Human Service Organizations

authors : 

Ralph Brody, Murali Nair

publisher : 

SAGE Publication

publish date : 

SAGE Publications, 2013, 4th Edition

isbn 10 : 
Textbook ISBN-10
isbn 13 : 


notes : 
Textbook Notes
additional notes : 
Textbook Additional Notes
Textbook Description

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:

  • review the getting started page located in the course modules;
  • introduce yourself to the class during the first week by posting a self-introduction in the appropriate discussion;
  • take the practice quiz to ensure that your computer is compatible with the learning management system, Canvas;
  • interact online with instructor and peers;
  • review and follow the course calendar and weekly outlines;
  • log in to the course X times per week;
  • respond to discussions by the due date specified. No late work will be accepted; 
  • respond to emails within X days; 
  • submit assignments by the corresponding deadline

The instructor will:

  • log in to the course X week;
  • respond to discussion postings within X days of the deadline
  • respond to emails within 24 hours
  • grade assignments within X days of the assignment deadline.

Course Detail

Course Communication

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 

  1. Download the paper in PDF format
  2. Write a review about the main contents and research findings ( 2 pages)
  3. Make a short presentation in the class with no more than 5 minutes
  4. Print the paper and give it to your professor before making presentation.

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:

  1. A hard copy report with A4 size, double space, references, and no more than 10 pages. 

(2) Word document of the report sent to TA 

(3) PPT for presentation


0% of Total
Due May 31 2022 at 11:59 pm | 100 pts
Due Jun 18 2022 at 11:59 pm | 100 pts
Due May 31 2022 at 11:59 pm


[Insert notes about grading here]

Course Requirements
Number of Items
Points for Each
Total Points Available
Assignment 1
Assignment 2 Presentation
Assignment 2 Paper
                              Test 1
                              Test 2

Grading Schema

Name From To
< 95%
< 90%
< 87%
< 83%
< 80%
< 77%
< 70%
< 60%

Course Calendar

Weekly Schedule

[Insert weekly schedule notes here]

Please See Module Syllabus!!!!!

May 9-15

Course syllabus, Introduction to the Course

Service Organization

Leading the Service Organization 

Chapter 1,2

Grouping for Project:

 4 students in one group
May 16-22

Planning for Service Organization

Managing Employees

Chapter 3,4

Group Discussion:

Use examples to show the four features of service.

Assignment 1: Literature Review
May 23-29

Supervising Staff 

Service Quality

Time Management

Chapter 5,6

Group discussion on quality “gurus”. 2-3 students in one group and randomly chosen to make presentation on each guru and each theory

Submit your literature review
May 30-Jun.5

Meeting Management

Empowerment, 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 Presentations

Final Test

Group Presentations