The course aims to introduce concepts, theories and practices of service management so that students can effectively apply service tools to a wide range of service professions in public and nonprofit sectors. This course will equip students with essential skills for managing the service encounter with clients, from developing and implementing service-orientated strategies to measuring service performance. Current and emerging issues in service management—including assessing service quality, the relationship between service expectation and satisfaction, productive and counterproductive service behaviour, provisions of value-added service, participation of service users and handling service failure and recovery in different settings—will all be explored.