| Jan 9 | Service Management Basics | Introduction | | |
| Jan 11 | Service Management Basics | Nature of Services | Four Things to get right, Cleveland Clinic | |
| Jan 16 | Service Management Basics | Service Process Design | CVS | |
| Jan 18 | Service Management Basics | Influencing Customer Behavior | ZipCar | |
| Jan 23 | Service Management Basics | Managing Customer Behavior | Do you really want to be an eBay? | |
| Jan 25 | Managing Demand and Resources | Queueing | Lecture | |
| Jan 30 | Managing Demand and Resources | Queueing Continued | Lecture | |
| Feb 1 | Managing Demand and Resources | Managing Customer Flow | Edison Maternity | |
| Feb 6 | Managing Demand and Resources | Role of Information | Announcing Waiting Times | |
| Feb 8 | Managing Demand and Resources | Staffing for Conversion | IBM Retail Business | |
| Feb 13 | Managing Demand and Resources | Scheduling | Arise Virtual Solutions | |
| Feb 15 | Managing Quality | Empowering Frontline Workers | Service Profit Chain, Au Bon Pain | |
| Feb 20 | Managing Quality | Tenure and Productivity | Store24 | |
| Feb 22 | Managing Quality | Service Recovery | Stop trying to delight, Mt. Rundle Hotel Banff | |
| Feb 27 | Managing Quality | Statistical Process Control | Improving Customer Engagement | |
| Mar 1 | Evaluating Productivity | Data Envelopment Analysis | Lecture | |
| Mar 6 | Evaluating Productivity | Data Envelopment Analysis | Modell’s DEA | |
| Mar 8 | Midterm Review | Review | | |
| Mar 20 | Pricing Theory | Introduction to Pricing and Revenue Optimization | | |
| Mar 22 | Pricing Theory | Pricing Game | | |
| Mar 27 | Pricing Theory | Understanding Pricing | Chapters from Phillips' book | |
| Mar 29 | Pricing and Revenue Optimization | Markdown Management | Markdown Pricing Game | |
| Apr 3 | Pricing and Revenue Optimization | Quantitative demand models | Personal Training at NYHC | |
| Apr 5 | Pricing and Revenue Optimization | Consumer Choice Models | Personal Training at NYHC | |
| Apr 10 | Pricing and Revenue Optimization | Strategic Customer Interactions | | |
| Apr 12 | Revenue Optimization | Capacity Control | Revenue Management at Harrah’s | |
| Apr 17 | Revenue Optimization | Capacity Control with Demand Uncertainty | Capacity Control Game | |
| Apr 19 | End Game | Course Review | | |
| Apr 24 | End Game | Project Presentations I | | |
| Apr 26 | End Game | Project Presentations II | | |