Hospitality and Tourism Customer Experience and Engagement

Catalog description

This course introduces theories and methods for creating memorable customer experiences in the hospitality, tourism, and service industries. It integrates qualitative and quantitative, data-driven, and scientific techniques to deeply understand customer needs, design personalized services, and enhance service quality. Emphasizing technology, students gain analytical skills to customize customer experiences using loyalty program and other forms of data. The course also covers the co-creation of value with customer engagement, focusing on data-driven customer journey design in both physical and online platforms. Finally, students will be exposed to various service quality tools and metrics as well as principles of capacity management.