MS Service Innovation and Leadership

8/12/2019 MS Service Innovation and Leadership

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MASTER OF SCIENCE IN

SERVICE INNOVATION AND LEADERSHIP

I. Program Philosophy and Objectives

Fairleigh Dickinson University (FDU) proposes to implement a Master of Science in ServiceInnovation and Leadership (MSSIL) Program that will be housed in the International School of

Hospitality and Tourism Management (ISHTM) of the Petrocelli College of Continuing Studiesand administered from the Metropolitan Campus and the College at Florham Campus. Both the

College and ISHTM are dedicated to providing lifelong learning to adults through traditional and

non-traditional formats.

The MSSIL Program will focus on graduate level learning related to the practical and theoretical

dimensions of service innovation and leadership.

The goals of the Program are to:

Provide masters level studies for traditional and non-traditional students in preparationfor or advancement in the hospitality management field with a unique focus on serviceinnovation and leadership

Provide a strong foundation in the core areas of leadership, service strategies, financialsystems, human resource administration, organizational communication and conflict

management and marketing as they pertain to service innovation and leadership.

Provide exposure to current topics related to service innovation and leadership.

Develop abilities to formulate research related to the development and improvement ofservice innovation and leadership.

Support success of the students in the educational process. Contribute to preparation of world citizens through global education.

Encourage the development of innovative thought and action in the field of serviceinnovation and leadership.

The proposed Master of Science in Service Innovation and Leadership is a thirty-six (36) credithour, non-thesis Program consisting of 30 credits of required core courses and 6 credits of

electives. Although full-time study will be possible, it is likely the Program would attract more

students if primarily designed to be a part-time, nonresidential, evening and weekend Program.

This Program facilitates students' development as reflective practitioners who bring a variety of

decision making skills to the enterprise of solving problems, as scholars who are able to study

their own practice as well as the practice of others in their field, and as leaders who are able to

cultivate the benefits of diversity among people with whom they work. The Program is designedfor on-campus, off-campus, and online delivery.


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II. The Curriculum

The curriculum draws upon students' work experience to integrate theory and practice as itprepares them for positions in service leadership. The proposed required courses were developed

based on need and potential demand. Students will be required to complete a masters level

research paper during the last term of study in the Program as a capstone requirement. This paperand its requirements will be introduced during the early part of the students degree when theyenroll in Introduction to Graduate Studies and Research.

A. Required Courses / Core Curriculum (30 credits): All students enrolled in the MSILdegree Program must complete the following 3-credit courses:

MSIL 7001 Introduction to Graduate Studies and Research MSIL 7002 Special Project

MSIL 7003 Current Concepts of Leadership in the Service Industry MSIL 7004 Service Management

MSIL 7005 Managing Service Industry Financial Systems MSIL 7006 Human Resource Development and Management in the ServiceIndustry

MSIL 7007 Global Marketing for the Service Industry

MSIL 7008 Organizational Communication and Conflict Management MSIL 7009 Advanced Graduate Practicum

MSIL 7010 Technology in the Service Industry

B. Electives(6 credits)

Electives may be chosen from the list below or from offerings supplied by Petrocelli College andthe International School of Hospitality and Tourism Management. Electives must be approved in

advance and students must meet all prerequisite requirements. Additional electives will bedeveloped with guidance from our industry advisory board.

MSIL 6001 Civil Law and the Service Industry

MSIL 6002 Accounting for Service Industry Administrators

MSIL 6003 Distribution System ManagementMSIL 6004 Global Service Industry Business Management

MSIL 6005 Organizational Behavior

MSIL 6006 Ethical, Legal and Social Issues in the Service IndustryMSIL 6007 Strategic Processes in Services Firms


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Admissions

The Program is designed for motivated individuals who aspire to or who have work experience

in the broad area of service leadership. Students seeking admission to the Program will have tosubmit: 1) a completed application; 2) transcripts from all undergraduate, graduate, and post-graduate studies; 3) a written statement of 1000 words detailing the applicants interest

and goals for a career in Service Leadership and 4) three letters of recommendation including at

least two former instructors. A bachelors degree with a minimum 3.0 GPA from an accreditedundergraduate institution will be required. There are no prerequisite courses required

for this Program.

Course Descriptions

Core Curriculum(30 credits)

MSIL 7001 Introduction to Graduate Studies and Research

This course provides an introduction to graduate studies with heavy emphasis onreferencing and citations in APA style. Quantitative and qualitative research studies are

explored for structure, discussed in depth, and critiqued. A comprehensive research

proposal is the goal of this course. The Masters level research paper and its requirementswill be introduced in this course. The research paper will then be completed in the last

term of study in the program as a capstone requirement.

MSIL 7002 Special Project

The special project is an interactive, culminating learning project that focuses on an area

chosen by the student related to the Service Industry in line with the studentsprofessional area of interest. This qualitative research paper should present the nature of

the problem or subject investigated, its significance to the profession or larger field of

study, a discussion of the relevant literature, a clearly defined method for answering or

exploring the question of interest, and specific conclusions or evaluations based oninvestigation. The length of the project depends on the subject however, 25-40 pages are

appropriate, plus appendices such as tables, charts, questionnaires, interview schedules,

etc. Documentation and the bibliography must meet the standards for academic research

set forth by the American Psychological Association (APA). Notes and bibliography

should be consistent and follow the style of the latest edition of the (APA).

MSIL 7003 Current Concepts of Leadership in the Service Industry

This course examines key theories of leadership and motivation as applied to various

Service Industry contexts, with an emphasis on analysis of leadership behaviors,managerial action, and servant leadership.


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MSIL 7004 Service Management

This course offers a review of current service theories and strategies used to provide totalcustomer satisfaction, including methods for measuring customer satisfaction and total

quality management applications.

MSIL 7005 Managing Service Industry Financial Systems

This course focuses on the analysis, interpretation, and application of financial

information derived from the four major financial statements. Moreover, students willdevelop an understanding of the time value of money and various valuation techniques.

This course also focuses on providing students with an understanding of the ways in

which Service Industry enterprises access the capital markets.

MSIL 7006 Human Resource Management and Development in the Service Industry

This course provides an in-depth review of human resource management practices, withcase study reviews of best practices across the Service Industry context. Students will be

introduced to essential functions including performance and evaluation systems, training

and development, staffing and succession, compensation and rewards, workplace

diversity, teamwork, and communication.

MSIL 7007 Global Marketing for the Service Industry

Global Marketing for the Service Industry provides an overview of advanced marketing

strategies and tactics. Global contexts will be explored to the extent of their impact and

best practices will be reviewed. The following topics will be studied: Strategic Planning,

pricing practices, international marketing, global distribution systems, and advertising.

MSIL 7008 Organizational Communication and Conflict Management

This course provides an overview of theories and models of communications,

examination of barriers to effective communication, and techniques for improving

interpersonal, group, and organizational communications.

MSIL 7009 Graduate Practicum

This course is designed to be a capstone experience. Students will draw on all previouslytaken courses in a "real world" application toward their particular area of interest. Service

industry partners will pose real world consulting dilemmas for the students to solve in

teams. To be taken after 30 credits have been completed.

MSIL 7010 Technology in the Service Industry

The technical and organizational dimensions and foundations of MIS will be studied with

a focus on the management of information, technology and systems development. This

class is oriented to the end-user.


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Electives (6 credits)

MSIL 6002 Civil Law and the Services Industry

This course provides an overview of Tort and Civil Law oriented to Service Industry

contexts.

MSIL 6003 Accounting for Service Industry Administrators

This course emphasizes the interpretation and usage of accounting information andprocedures necessary for decision making in Service Industry enterprises. Topics include

Uniform System of Accounts, budgeting and the interpretation of balance sheets, income,

cash flow and retained earnings statements.

MSIL 6004 Distribution System Management

This course reviews the essential elements of supply chain management. The learningexperience is focused on forecasting, planning , strategy, production, distribution

procurement, quality control and process frameworks.

MSIL 6005 Global Service Industry Business Management

This course examines global service business strategies with a focus on the following key

issues: Management process, labor, legal, finance, service delivery, marketing, andgovernment affairs.

MSIL 6006 Organizational Behavior

This course examines systems level behavior in a number of service industry contexts

with an emphasis understanding and developing the individual, team and organizational

capacity for change and improvement.

MSIL 6007 Ethical, Legal and Social Issues in the Service Industry

This course examines the inter-organizational, intra-organizational and personal

dimensions of ethics and law related to decision making in Service Industry enterprises.

MSIL 6008 Strategic Processes in Services Firms

This course examines a variety of strategic constructs and processes utilized by leading

global service industry firms. The course focuses on strategic thinking and learning in

relationship to strategic planning.

Documents

MS Service Innovation and Leadership