Instruction is facilitated by an instructor who guides students through each lesson and is available to answer questions and provide feedback on assignments. Each week, students receive an assignment over the Internet that includes reading assigned chapter(s) from the textbook. Students complete a short assignment that is forwarded electronically to instructors or posted it to the electronic class Discussion Board while also taking a self-check test. Additionally, students collaborate with other students on some assignments using electronic discussion boards, chat rooms, and e-mail. The 11-week course requires a mid-term examination and final examination which are delivered electronically. Overall grades for the class are based on student performance on the weekly assignments, mid-term examination and the final examination. Major topics include the Gaps Model of Service Quality; Consumer Behavior in Services; Customer Expectations of Service; Customer Perceptions of Service; Building Customer Relationships; Aligning Service Design and Standards; Employees’ Roles in Service Delivery; Delivering Service through Intermediaries and Electronic Channels; Managing Demand and Capacity; and Pricing of Services.