Jennifer Matic Headshot

Jennifer Matic

Assistant Professor
Department of International Hospitality and Service Innovation
Saunders College of Business

Office Location

Jennifer Matic

Assistant Professor
Department of International Hospitality and Service Innovation
Saunders College of Business

Education

BA, Grand Valley State University; MS, Rochester Institute of Technology; Ph.D., University of Bath (United Kingdom)


Areas of Expertise

Currently Teaching

SERQ-723
3 Credits
Analytics in service organizations is based on four phases: analysis and determination of what data to collect, gathering the data, analyzing it, and communicating the findings to others. In this course, students will learn the fundamentals of analytics to develop a measurement strategy for a given area of research and analysis. While this measurement process is used to ensure that operations function well and customer needs are met; the real power of measurement lies in using analytics predicatively to drive growth and service, to transform the organization and the value delivered to customers. Topics include big data, the role of measurement in growth and innovation, methodologies to measure quality, and other intangibles.
SERQ-712
3 Credits
This is an introductory-level survey course on the dynamics of innovation. The course focuses on individual, team and organization-human and systems dynamics that impact organizational innovation. Students gain awareness in, understanding of and important skills in fostering multi-level organizational human ecologies conducive to the creation of innovation. Issues and challenges important to leaders at all levels in an organization, entrepreneurs and talent management practitioners will be examined and explored. There is a required fee for the class to pay for the administration of the ISPI and Meyers Briggs evaluation instruments. Students will develop in their understanding of innovation, their own personal innovation capabilities, preferences, and the human dynamics unique to innovation applied in an organizational context. This background is becoming increasingly critical to developing innovation capabilities in and across organizations in our increasingly competitive and complex world. This course will build awareness and improve competency in the application of overall course content and design principles particular to developing innovation-competent individuals, teams, and organizations.
SERQ-720
3 Credits
The service world has many examples of once-successful companies that failed to accomplish the primary goal of every organization: consistently design, deliver value to customers and other key stakeholder groups in a highly competitive and ever-changing service environment. Today’s organizational leaders must be able to develop and implement strategies that ensure the continued competitiveness of their organizations, and identify and leverage opportunities for growth and innovation brought about by change. Firmly grounded in the fundamentals of strategy development this course prepares students to create and sustain competitive advantage; and to apply key foresight techniques including scenario planning to anticipate future opportunities.
SERQ-797
3 - 4 Credits
The purpose of this course is to provide students the opportunity to conduct research, develop a plan and evaluation components and submit the project as a demonstration of final proficiency in the program. The topic selected by the student will be guided by the faculty teaching the class and it will require the student to coalesce and incorporate into the final project a culmination of all their course work in the program to date.
SERQ-790
1 - 6 Credits
A thesis is based on experimental evidence obtained by the candidate in an appropriate topic demonstrating the extension of theory into practice. A written proposal which is defended and authorized by the faculty adviser/committee followed by a formal written thesis and oral presentation of findings are required. Typically the candidate will have completed research methods, data analysis, and graduate writing strategies prior to enrolling in this course and will start the thesis process by taking thesis planning as soon as they have completed the prerequisites to allow them to finish the thesis when they have finished their coursework. The candidate must obtain the approval of their graduate adviser who will guide the thesis before registering for this course.
SERQ-795
0 Credits
Students will demonstrate synthesis and integration of the theories and foundation principles of their discipline to respond to questions found in the comprehensive examination. This demonstration will apply core knowledge to problem situations to be successful students must receive a passing grade of at least 80 percent. (12 semester hours or less of coursework remaining to complete the program; completion of all core courses in the discipline; currently enrolled in the program; possess a program GPA of 3.0 or higher; no outstanding incomplete grades; student cannot be on academic/disciplinary probation; for disciplines requiring integrative problem solving successful completion of that course.)

Select Scholarship

Journal Paper
Matic, Jennifer and Besim Agusaj. "The Alignment of Hospitality Education with Industry Needs in Transitional Countries: The Case of Croatia." Revista de Turism 14. (2012): 19-27. Web.