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HTH 501

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


HTH 102





Custom Requisites


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*List may not include courses that are on a common table shared between programs.