Provides broad understanding of managerial issues in the operation of service firms, as distinct from the consumer product or manufacturing firms, e.g., lodging, restaurants, health care, banking, and education. Examines, from the viewpoint of the service firm manager, the role services play in the economy, delivery systems, encounters, technology, human resources, productivity, and quality issues, along with the concept of service. Pre- or Coreq: HMGT 401, 554, 618.