HOSPITALITY SERVICE QUALITY MANAGEMENT

Catalog description

Tourism and hospitality are service industries. A significant element in these industries is management of the service encounters, which is the focus this course. In order to provide a comprehensive, inter- and multi-disciplinary view, the course is constructed in three modules. The first module presents the characteristics and dynamics of the service encounter. The second module focuses on successful service encounters (service quality) and its outcome (customer satisfaction). The third module presents the dynamics of service failure and service recovery. The three modules provide an opportunity for students to understand the dynamics of the service encounter, to manage service quality and to learn how to identify service failure and plan for service recovery.