Service Marketing and Relationship Marketing

In terms of content, this seminar is divided into several key sections: relationship marketing, service marketing, service failure and recovery customer experience, business ethics, positive psychology, and mental health and well-being. In this seminar, we review the notion of relationship from a customer perspective and a firm standpoint. We also study recent articles in relationship marketing and service/frontline marketing (including sales) that rely on classical work and its subcategories that appears especially promising. In terms of delivery, this course principally relies on class discussions, individual meetings, presentations of academic papers, and the writing of a major project. In terms of learning, this course will help students develop the skills necessary for generating high quality service, frontline or relationship research. It will also provide students with insights into the academic discipline and a career in academia.