Hospitality and Tourism Customer Experience and Engagement

Catalog description

Creating memorable experience is a crucial differentiator for hospitality and tourism enterprises. Guided by the concepts of “hospitality” and “being hospitable”, this course introduces theories and methods that can be utilized during the service encounter to trigger optimal customer experiences through physical, social, and cultural interactions. This course addresses the co-creation of the experiences and value not only from hospitality and tourism service providers but also from the engagement of customers. The course puts an emphasis on the design of the customer journey, including theming, storytelling, and sensory, as well as unfolding customer experience in the phygital (physical and online) platform.