This is a new module due for delivery in 2012/13 as part of the new MSc in Service Management and Design. More details will be added to this outline as soon as they become available.
This module will be a variation of our highly successful core module 'Organisations, People and Performance' (OPP) but with an emphasis of the importance and value of effective people management within service industries.
It is designed for managers (existing or aspiring) rather than HR professionals and emphases the importance of motivating and inspiring employees to offer great service experiences that customers want to repeat time and time again.
The external environment and strategic context
Structure, culture and values
The service-profit chain
Individual (personality and motivation) and team performance
Conflict and resolution
The employment relationship
Performance management including recruitment, selection and employer branding, training and development, rewards and recognition