This is a course for senior executives who recognize the vital role that services play in the economy and its future. The economies of the world are now dominated by services: the percent of GDP in Hong Kong, USA, France, UK, Canada and Japan are 90, 72.3, 64.3, 62.9, 62, and 56.8 respectively in 1996. Recognizing the ever-growing importance of services and the unique challenges faced by executives, this course aims to serve as a foundation for other advanced electives in Service Management.