HOSPITALITY EXPERIENCE MANAGEMENT

Catalog description

A significant element in the service industry is managing customers’ experiences. In order to provide a comprehensive, inter- and multi-disciplinary view, the course will be constructed in three modules. The first module will present the characteristics and dynamics of the service encounter. The second module will focus on successful service encounters (service quality) and its outcome (customer experience). The third module will present the dynamics of service delivery process, including service failure and service recovery issues. The three modules of this course will provide an opportunity to understand the dynamics of the service encounter, to manage service quality and to learn how to better deliver service experience to customers.