June 13-14 ... June 20 ... June 27 ... July 4 ... July 11 ... July 18 ... July 25 ... Aug. 1 ... Aug. 3 ... WHAT'S NEW ? ?

To help you keep track of our synchronous sessions and the due dates of your various assignments, a chronological schedule is provided below.

NOTE: Five audio sessions are scheduled and your attendance is highly desired at each one. If you must miss one, you are responsible for material covered in it. Most of the content will be available on web site slides. However, you will want to pair up with someone in the class who can provide more specific information about what happened. Because we have few audio sessions for this class, it will be important for each of you to post to the webboard frequently.

Date(s)	Event
June 13-14	On-campus workshop schedule. As a heads-up, we will go over the first five chapters of the textbook plus some other material. (Come prepared to work!) Class will be held from 9-4 in Room 110, Speech & Hearing (adjacent to LIS Bldg). Bagels and coffee will be available from 8-9 on ground floor of LIS Building.
June 20 Tues 4-6 CST	Recap. Relationship Marketing (Chapter 6) and Recovering from Service Failures (chapter 7). Part 3 intro. Overview of Gap 2.
June 27 Tues 4:30-6:30 CST Note time change!	Recap. Service Design (Chapter 8); Service Standards (chapter 9) and Servicescape (Chapter 10). Part 4 intro. Overview of Gap 3.
July 4 No online session.	Please read Chapters 11-14 in preparation for July 11 online session.
July 11 Tues 4:30-6:30 CDT	How to Deliver Service to Customer Expectations. Employee roles (Chapter 11). Customer Roles (Chapter 12). Intermediary Roles (Chapter 13). Managing Demand and Capacity (chapter 14). Part 5 intro. Overview of Gap 4.
July 18 No online session.	Please read Part 5 chapters 15 and 16.
July 25 Tues 4:30-6:30 CDT	Managing the Service Process. Integrated Communication and Promotion Plans (chapter 15). Pricing Services and Tracking Marketing Costs (Chapter 16).
Aug. 1 Tues 4:30-6:30 CDT	Part 6 overview. Financial and Economic Effects of Service (Chapter 17). Review of the Gap Model (Chapter 18).
Aug. 3	Final date for all assignments to be posted to the webboard either directly or by URL.

If you have any comments or questions on any aspect of the syllabus, please contact Evelyn Daniel

Revised 6/2/2000.