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Advanced Service Management Systems
This course will focus on the issues and problems in the implementation of service management strategies in the hospitality and tourism industry. Among the topics discussed are: customer relationship management, customer's expectations, customer satisfaction and service quality, measuring customer satisfaction, customer complaint management, the process of continuous improvement, the technological revolution as applied to service and the experience and transformational economy. Students will have the opportunity to work on a real-life case involving training for customer service in the hospitality and tourism industry incorporating the topics of this course.
Weekly Contact: Lecture: 3 hrs.
GPA Weight: 1.00
Course Count: 1.00
Billing Units: 1
Mentioned in the Following Calendar Pages
*List may not include courses that are on a common table shared between programs.