Service interactions are an increasing segment of human interactions in today’s society. This course will examine service relationships, encounters and experiences from the perspective of human motivation and relating existing theories of social psychology to the delivery of services. An analysis of the interactions of customers and employees will help the student restrain their use of intuition and overlay critical thinking skills with human dynamics. The areas to be included in this course include; emotional intelligence, reciprocity, persuasion, conflict and communication, motivation, diversity, retention, and other related theories.
This course is not currently scheduled. Please contact the concierge to learn more.