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Faculty: Dr. V. Chandrasekhar, Indian School of Business
Course Overview:
This course deals with the service industry in general. It does not deal with the IT industry. Since the service industry’s theoretical basis is similar to many service ventures, this course will specifically deal with retail ventures, hospitality ventures (tourism, hotels and restaurants), hospitals, and to some extent Real Estate, retail banking and insurance. In all these businesses, franchising is a vehicle used by the Franchisee as a mode for venturing and by the franchisor as a mode for growing the business. Therefore the course deals with franchising business too. From a theoretical basis the course will examine Service Process Design, Service Quality, Service Innovation and Service Organization. |
