This course adopts the service management theory with the spirit of management science and the overall structure to understand the process of service innovation. In addition to the study of theoretical knowledge, it is supplemented by enterprise cases. The whole class participates in discussions during class to fully understand the situation of the case, and learn from each other's different perspectives, so as to stimulate students' innovative ideas. The goal of this course is to teach students how to gain a deep understanding of the nature of service in a systematic way, and how to use modern technology to drive service innovation and management.

1. Bettencourt, L. (2010). Service innovation: How to go from customer needs to breakthrough services. McGraw Hill Professional.
2. Fitzsimmons, J. A., Fitzsimmons, M. J., & Bordoloi, S. (2006). Service management: Operations, strategy, and information technology. New York: McGraw-Hill.