Introduction to Service Excellence in Hospitality and Tourism
MODULE CODE
CREDIT VALUE
Module Aims
Aim 1
This module aims to introduce students to the theory, practices and techniques of effective customer service and the achievement of service excellence. Students will blend the module themes to develop a range of knowledge, skills and experiences relevant to customer service in order to work effectively in a variety of front line Hospitality and Tourism customer-focused environments.
Module Content
• The dimensions, characteristics and variables associated with contemporary customer service and service excellence in hospitality and tourism
• The importance of service as a tool to add value to the hospitality and tourism operation
• Service and the service encounter – the “moment of truth”, ’servicescape’, holistic and operational dimensions
• Service design, scope and delivery
• Models, concepts and theories in customer service and service excellence
• The heterogeneity of consumers, employees and service environments
• Sales and selling – interaction, customisation, personalisation and the exchange process
• Customer service paradox – loyalty, expectations, perceptions, satisfaction, recovery and comparative evaluation
• Research and measurement of customer satisfaction and dissatisfaction
• Nature and analysis of complaints – negotiations, empowerment, ownership and compensation
Learning Outcomes
On successful completion of this module, a student will be able to:
Teaching Methods
The module will be delivered on-campus in Cyprus and the students will undertake at least one local fieldwork exercise.
The student will attend keynote a combination of lectures, seminars and workshops.
Lectures will be research informed; available on-line and will direct students towards recommended reading. Seminars will be student focussed and consist primarily of discussions and debates that underpin and supplement knowledge acquired in the keynote Lectures Some Seminars will be set aside for briefings & workshops related to assignments. A range of supplementary learning materials will be available on E-Learn.
Assessment Methods
This module is assessed through one Essay and one Presentation.
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Compulsory
Optional
