Instructor: S. Trent Hill, Ph.D.
Office: USC 209
Telephone: 825-6005
Class Hours: Tuesday, 4:30—6:55 pm
Location: BH 206
Office Hours: By Appointment

Textbook:  Services Marketing Integrating Customer Focus Across the Firm, Zeithaml, Bitner, Gremler, fourth edition, Irwin/McGraw-Hill.

Make-up exams are given only for highly extenuating circumstances. You must provide appropriate WRITTEN documentation of your reason for being absent from a scheduled exam. Make-up exams will be scheduled at the instructor’s discretion and convenience.

Academic Honesty: University students are expected to conduct themselves in accordance with the highest standards of academic honesty. Academic misconduct for which a student is subject to penalty includes all forms of cheating, such as illicit possession of examinations or examination materials, forgery or plagiarism.

Attendance Policy: Students are held responsible for class attendance and are advised that excessive absences may adversely affect their grades. Student will not be able to participate if they are not present. Also, some of the exams will be from lectures and possibly guest speakers.

Participation:  Students are expected to attend classes and actively participate in discussion. Students are also required As an ongoing assignment throughout the semester, to keep service encounter journals in which they record their personal service experiences. Each journal entry reflects one discrete encounter and a structured form is used to record information about the encounter.

Project:  The project for the semester will be by groups. Students will be required to identify value and importance of service, research utilizing a SERVQUAL survey, Blueprint, and recommend recovery strategies as well as communication plan for specific services of Texas A&M University-Corpus Christi as assigned.

Evaluation of grade will be determined including but limited to the following factors:

• Written Project
• Presentation of Project
• Participation grade assigned by team members (50% of the 45%)

Schedule:

Schedule is subject to change as conditions and guest speakers warrant.