General Information

Professor Information


Prof. Brian Bergquist




Please use Canvas Inbox, if an emergency please contact me via:


(715) 781-2176 

Office Hours

By Appointment

Course Description and Purpose

HFT 4240 – 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.

Learning Outcomes

At the end of this course students should be able to:

  • Understand and apply the principles of Quality Service for business success.
  • Understand and apply the scope and nature of quality assurance related to service outcomes.
  • Understand the importance of service delivery.
  • Understand the importance of employee selection on service quality.
  • Understand and apply the concept of service recovery.
  • Strategically plan to implement a Quality Service Plan.

Teaching Methodology

This course will employ online lectures, discussions, quizzes and experiential learning activities as the teaching/learning methodology to accomplish course objectives.

Important Information


Please review the FIU's Policies and Netiquette 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.

 As a member of the FIU community you are expected to be knowledgeable about the behavioral expectations set forth in the FIU Student Code of Conduct.

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 Accomodation

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 to 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 Handbook.

Academic Misconduct includes: Cheating – The unauthorized use of books, notes, aids, electronic sources; or assistance from another person with respect to examinations, course assignments, field service reports, class recitations; or the unauthorized possession of examination papers or course materials, whether originally authorized or not. Plagiarism – The use and appropriation of another’s work without any indication of the source and the representation of such work as the student’s own. Any student who fails to give credit for ideas, expressions or materials taken from another source, including internet sources, is responsible for plagiarism.

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.

Course Prerequisites

This course has the following prerequisite: Senior class standing. Review the Course Catalog. webpage for prerequisites information.

Textbook and Course Materials

Effectively Managing and Leading Human Service Organizations
title : 
Effectively Managing and Leading Human Service Organizations
authors : 
Ralph Brody, Murali Nair
publisher : 

SAGE Publications, Incorporated, 4th Ed

publish date : 
isbn 10 : 

1412976456 (print version) 1483314979 (e-text)  

isbn 13 : 

978-1412976459 (print version)   978-1483314976 (e-text)

Purchase/Rent at FIU Bookstore
Now in its Fourth Edition, Effectively Managing and Leading Human Service Organizations continues to provide invaluable creative ideas for achieving managerial success. Authors Ralph Brody and Murali Nair dissect and diagnose common workplace dilemmas, offering current and future managers the skills to implement positive changes in organizations large and small. Easy-to-read, this book connects a conceptual framework and essential managerial practices with hundreds of real-life examples and case studies of applied managerial skills in organizational settings.

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.

Course Detail

Course Communication

Communication in this course will take place via the Canvas Inbox. Check out the Canvas Conversations Tutorial or Canvas Guide to learn how to communicate with your instructor and peers using Announcements, Discussions, and the Inbox. 

Class Participation

Class participation and submission of assignments are required.

All assignments are to be dropboxed by 11:59pm on the required due date(s).  

Discussion Forums

Keep in mind that your discussion forum postings will likely be seen by other members of the course. Care should be taken when determining what to post.

Discussion questions will be utilized to enhance learning and will involve posting and responses by students.

  1. Your response to the discussion items should be at least 100 words in length.
  2. Respond to at least one of your fellow student’s postings. Your response should be at minimum 50 words in length. State your position on whether you agree or disagree with your colleagues' statements. Defend your position with concrete examples from real website examples.
  3. Only one response per posting, first come, first posting, do not duplicate postings.


Quizzes will be based upon the material for each module and will be composed of true and false questions, short answer questions and situational/problem based learning scenarios.

In order to mitigate any issues with your computer and online assessments, it is very important that you take the "Practice Quiz" from each computer you will be using to take your graded quizzes and exams. It is your responsibility to make sure your computer meets the minimum hardware requirements.

All assessments will auto-submit when (1) the timer runs out OR (2) the closing date/time is reached, whichever happens first. For example, if a quiz has a closing time of 5:00 pm but the student begins the exam at 4:55 pm, the student will only have 5 minutes to complete the quiz.

Assessments in this course are not compatible with mobile devices and should not be taken through a mobile phone or a tablet. If you need further assistance please contact FIU Online Support Services.


Research Report

Students will be required to write a minimum five to eight page research report.

The idea behind the research report is to allow you to research, explore, and dive into a topic that will have effect on your future (related to service/ service leadership/quality assurance/customer relationship management, etc. This is your last chance to learn or refine knowledge, skills and abilities (KSA's) prior to entering the work force, use it to your advantage to report on the topic. Cover page and references required but not included in your report page count. If you need assistance with a topic, just ask and I would be more than willing to assist.

The report will be typed, double spaced, minimum of five pages, 12-point in courier or times new roman font. You will be required to follow APA style for the report format.

Current Events

Directions for the current event: Find an example related to service/ service leadership/quality assurance/customer relationship management, etc. used by or in a hospitality operation. Describe two key points. How might you use this information in the future? Include resources, 1/2 to 1 page, single spaced.

Make-up Policies

Students are expected to do their assignments and take their examinations on the assigned class dates. There are no make-up assignments or examinations. Consideration will be given to those with appropriate medical documentation.


I will grade assignments each week and provide feedback via email, dropbox or discussion board postings.

Course Requirements
Number of Items
Points for Each
Total Points Available
Current Events2100200
Research Report1150150
A1125 - 1250
1000 - 1124
C875 - 999
D750 - 874

749 or below

Course Calendar

Weekly Schedule 

Module/WeekTopics and ObjectivesAssignments

Module 1 

Mar 2 - Mar 8

Chapter 1: Leading the Organization
Describe what is meant by leading an organization.
Describe situational factors that affect leadership and service.
Marketing Mix 7 P’s.
Identify the 7 p’s of the service marketing mix
Identify and describe what is meant by a service activity.
Understand the economic revolution as it relates to service.

Chapter 2: Strategic Planning; Building a Strong Service Brand
Describe the basic function of strategic planning.
Describe what it means to develop a strong brand.

Quiz 1 due by Sunday, March 8 by 11:59 pm (EST)

Module 2

Mar 9 - Mar 15

Chapter 3: Design and Development; Service Imperative
Describe the planning for service delivery.
Describe what is meant by the service imperative.

Chapter 4: Implementing Action Plans; What is a Service; Service
Describe the purpose of action plans.
Describe what it is to be of service.
Describe the four types of consumer service experiences.

Quiz 2 and Current Event 1 due by Sunday, March 15 by 11:59 pm (EST)

Module 3

Mar 16 - Mar 22

Chapter 5: Managing Employees
Understand the principles of managing employees.
Identify how to conduct a nondiscriminatory interview.

Chapter 6: Supervising Staff; Six Steps to Customer Service
Identify factors that affect supervision and management.
Understand the importance of customer service.

Quiz 3 and Discussion 1 due by Sunday, March 22 by 11:59 pm (EST)

Module 4

Mar 23 - Mar 29

Chapter 7: Assessment and Evaluation; Best Practices for Recruiting and 5 Tips When Letting an Employee Go
Describe techniques for conducting performance appraisals.
Understand the importance of recruitment related to quality service

Chapter 8: Time Management; Service Quality
Understand the importance of time management.
Understand the five dimensions of service quality.

Quiz 4, and Current Event 2 due by Sunday, March 29 by 11:59 pm (EST)

Module 5

Mar 30 - Apr 5

Chapter 9: Making Meetings Productive; Motivating Others
Understand the importance of meetings and how to facilitate meetings for greater productivity. Identify steps to create org. culture.
Explain the role motivation has on service.

Chapter 10: Improving Communications and Handling Conflicts
Understand how to improve communication.
Identify types of conflicts and how to deal with them.

Quiz 5 and Discussion 2 due by Sunday, April 5 by 11:59 pm (EST)

Module 6

Apr 6 - Apr 12

Chapter 11: Team Building and Coalition Building; Real Time CRM
Identify how to create team spirit.
Understand how to overcome barriers to team development.
Explain Customer Relationship Management.
Identify techniques to develop CRM.

Chapter 18: Ethical Dilemmas in Management
Understand common ethical dilemmas.
Apply the principles of ethics to leadership and management actions.

Best Practices for Recruiting

Employees view on Management

Quiz 6 and Research Report due by Sunday, April 12 by 11:59 pm (EST)

Module 7

Apr 13 - Apr 18

What do Customer Want

Handling Customer Complaints

Managing the Generations

Best Practices for Recruiting Talent

5 Tips to Follow When Letting an Employee Go

Quiz 7 due by Saturday, April 18 by 11:59pm (EST)