Outstanding service organizations are managed differently than their "merely good" competitors. Actions are based on totally different assumptions about the way success is achieved. The results show not only in terms of conventional measures of performance but also in the enthusiasm of the employees and quality of customer satisfaction. Beginning with the service encounter, service leaders/managers must blend marketing, technology, people, and information to achieve a distinctive competitive advantage. Students are required to write new cases and case analyses by applying leadership and customer service concepts to actual leadership situations. Prerequisite: core courses.