Getting Started  
Syllabus This introduces the class, lists the reading, and describes the structure of the course assessment.

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Mini-introduction Your introduction to me. Please complete it, save it and upload (see bottom of this page).

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Course projects This course has a mid term and a final. Download the briefs here.

download the mid term

download the final


Peer assessment In class we carry out group-on-group feedback. Download the template for feedback here. See the instructions for use of the template.

download the template

instructions for the template

Getting Ahead   Project examples Each example includes the group project, the presentation files and my comments and feedback. Read these examples and learn from them. How will your project be better?
mid term e.g. 1 mid term e.g. 2 Final e.g. 1 Final e.g. 2
Getting Seen   Photos See previous classes here. Click on the photo to download. See who you recognize. Let them give you word-of-mouth information to help you decide if you want to participate in the class.
Getting Feedback  

Upload Use this space to upload your class projects. Please only use lower case for file names. Do not use special characters, like apostrophe ('), slash (/ ), or quotation marks (") or Chinese characters. You can use RAR or ZIP for multiple files.

Feedback Below are your projects with my feedback. Please e-mail me if you have comments or questions.

Getting Class Materials  

Reference These materials are for our class reading.

Class 2

Chapter 1 Lovelock et al.pdf

Class 3

3 1_360p.mp43 2_480p.mp4
ORID method - LJS - studying cases.pdf

Class 4

4 1_sub.mp44 2_sub.mp4
4 3_sub.mp44-1.mp4
C18 reading.pdfVSM - Thresholds - part 1a.pdf

Class 5

5 1_sub.mp45 2_sub.mp4
5 3_sub.mp45-1.mp4
Service concept.pdfchanging mental models.pdf

Class 8

First group.pdfSecond group.pdf
Wolfgang keller appraisal (A).pdfWolfgang keller appraisal (B).pdf

Class 11

empowering service employees.pdf

Class 12

Taco G1.pdfTaco G2.pdf
taco bell corporation c.pdf

Class 13

Dessler - ch12.pdfWhy incentive plans cannot work.pdf
chap12.pptrethinking rewards.pdf

Class 14

Howe 2 ski.pdf

Class 16

Group 1 Analysis of Sealed Air.pdfGroup 2 Analysis of Sealed Air.pdf
Group 3 Tea money.pdfSealed Air Taiwan (A) c.pdf
Sealed Air Taiwan (B) c.pdf


VSM - Thresholds - part 2.pdfVSM - Thresholds - part 3a.pdf
VSM - Thresholds - part 3b.pdfVSM - Thresholds - part 3c.pdf
Giving Feedback  

Give feedback Feedback helps improve classes. This is not connected with your grade. It is anonymous. Please complete the form and click "submit".