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The services sector requires broad-ranging skills and know-how in key areas of management such as strategy, operations, marketing, and human resources.
However, implementing effective differentiation strategies in the service industry also requires an in-depth understanding of the economics of customer and employee loyalty, as well as the ability to promote and lead change.
This is why we have designed a program to familiarize you with international best practices and enable you to optimize the added value of the services your company provides.
To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.”
– Douglas Adams
The program will enable you to:
Gain a comprehensive understanding of the economics of both customer and employee loyalty
Develop strategies to build customer loyalty in service settings
Apply best practice in a service context to the interrelated disciplines of strategy, operations, marketing and human resource management
Focus on innovation in a service context
Discover some of the creative and innovative approaches used by leading companies to add value to the services they provide
Affiliate Professor, HEC Paris
Consists of two 5-day sessions
Examining the most important frameworks in the study of services, and how they are applied in the ‘real world’, assessing areas for improvement, studying best practices in non-profit and governmental services as well as traditional for profit organizations...
Exploring some of the most innovative service companies, best practices for professional services, service in the hospitality industry, discussing the most recent research on how product companies can decommoditize their value propositions by adding services and moving towards delivering integrated solutions...
Apply the theory and practical expertise gained during the program
Between the sessions, you will select an organization and examine its economics of customer and employee loyalty, analyzing them in their current state and considering opportunities to optimize them.
This program opens access to:
Credits gained on successful completion of this program can be used towards the HEC Paris Executive MBA (EMBA), as the program is also a specialization within the EMBA. The EMBA selection process applies to all candidates.
Total number of
The program is aimed at:
Executives working in service organizations in a wide range of industries
Managers seeking to perfect their skills in organizational behaviour, human resources management and leadership.
Find out more about possible funding options, depending on the program you have chosen.
CPF eligible program
Code CPF 16 15 90
Competency set #4 from the RNCP 21 568
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The different locations enable you to experience the world of business from different angles and cultural perspectives. You will also be able to take a step back and develop your skills with hands-on training that you can apply as soon as you return to your company.
Discover the experiences of current and former participants.
Senior Finance Director, Danfoss Commercial Compressors
The program was a transformational experience to an extent that I had not expected when I first started.
Tell us a little more about yourself
Do you feel that this program could be made for you? In order to get feedback from our admissions teams regarding your suitability for the program, please do not hesitate to fill in our short online form below.