Master of Commerce (M.Com.) Service Industry Syllabus - Mumbai University

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Syllabus for Service Industry

Mandatory course · Semester 4 · M.Com. Business Management · 4 credits · 100 marks

Module I

Unit 1 Service Industries
a Definition and scope of the service industry, Importance of the service industry in the global economy
b Types of Service Industries & their contribution in economy-Hospitality and tourism, Healthcare and wellness, Financial services, Education and training, Information technology and software services
Unit 2 Service Industry Operations
a Service design and development, Service delivery and execution, Service quality management
b Customer relationship management, Supply chain management in services

Module II

Unit 1 Human Resources in the Service Industry
a Recruitment and selection in services, Training and development for service staff
b Performance management and appraisal, Employee engagement and retention, Diversity and inclusion in service organizations
Unit 2 Marketing and Sales in the Service Industry
a Service marketing strategies, Branding and positioning in services, Pricing strategies for services
b Sales and revenue management in services, Digital marketing for service industries

References

1 "Customer Experience: What, How, and Why Now" by Arian Hamilton, Rouledge, 2019
2 "Customer Experience Management: A Case Study Approach" by J. N. Krishnan and A. K. Jain, SAGE Publications, 2019
3 "Delivering Happiness: A Path to Profits, Passion, and Purpose" by Tony Hsieh
4 "Digital Transformation in Service Industries" by Anuj Prasad and Saurabh Srivastava, Taylor & Francis, 2019
5 "Digital Transformation: A Roadmap for Billion-Dollar Organizations" by Gerald C. Kane, MIT Press, 2020
6 Human Resource Management in Service Industries" by S. K. Goyal and V. K. Gupta, SAGE Publications, 2017
7 "Human Resource Management in the Hospitality Industry" by Karen E. Breiter and Robert H. Woods, Routledge, 2019
8 "Innovation in Services: A Case Study Approach" by J. N. Krishnan and A. K. Jain, SAGE Publications, 2020
9 "Marketing of Services" by S. Ramesh Kumar, Oxford University Press, 2012
10 "Operations Management in Service Industries" by J. R. K. Rao and S. Ramesh Kumar, Tata McGraw-Hill Education, 2014
11 "Operations Management for Services" by Robert B. Handfield and Ernest L. Nichols, McGraw-Hill Education, 2019
12 "Service Quality and Human Resource Management" by Jochen Wirtz and Christopher Lovelock, Routledge, 2020
13 "Service Operations Management" by Robert Johnston and Graham Clark, Pearson Education, 2018
14 "Service Quality: Research Perspectives" edited by Stephen W. Brown, Evert Gummesson, and Bo Edvardsson, Routledge, 2018
15 "Services Marketing: Text and Cases" by J. R. K. Rao, Tata McGraw-Hill Education, 2017
16 "Service Management: A Strategic Approach" by S. K. Goyal and V. K. Gupta SAGE Publications, 2015
17 "Service Design: A Practitioner's Guide" by Anuj Prasad and Saurabh Srivastava Taylor & Francis, 2018
18 "Service Operations Management: A Case Study Approach" by S. K. Goyal and V. K. Gupta, SAGE Publications, 2016
19 Service Management: Operations, Strategy, Information Technology by James A. Fitzsimmons and Mona J. Fitzsimmons, McGraw-Hill Education, 2017
20 Services Marketing: Integrating Customer Focus Across the Firm by Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler, McGraw-Hill Education, 2017
21 "Training for Service Quality" by Graham Clark, Routledge, 2020.
22 "Training and Development in Service Industries" by J. R. K. Rao and S. Ramesh Kumar, Tata McGraw-Hill Education, 2015

Reproduced from the University of Mumbai syllabus for M.Com. (Business Management) under NEP 2020, in force from the academic year 2023-24. Wording is as printed in that syllabus. Module numbering is as printed there too.

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