Course overview
This course will enable an understanding of the features and characteristics of tourism services from an experience perspective and to develop the students' managerial skills to improve business performance by designing and managing tourism experiences from a co-creation approach. Understanding the concept of service management and experiences in tourism, events and hospitality; analysis of the external environment and their impact on organisational performance; service design in tourism, events and hospitality; the role of technological advancements in tourism, events and hospitality; service quality measurements and tools; sharing economy in tourism, events and hospitality; servicescape, innovative services and experiences; human resource management and its implication in tourism, events and hospitality; management of service failure and approaches to recovery; customer relationship management; demand and supply management.
Course learning outcomes
- Critically assess the impact of internal organisational dynamics and environmental factors on service management in tourism, events, and hospitality.
- Develop the managerial skills for providing innovative tourism, events, and hospitality services in the competitive international market.
- Effective management of customer feedback and relationship, and successful service recovery.
- Critical and effective application of service management theoretical foundations to make authentic recommendations that would gain tourism, event, and hospitality firms competitive advantage.
- Demonstrate Business Enterprise Skills in the context of the Tourism and Event Management discipline: i) Problem Solving (intermediate level); ii) Ethical Awareness (advanced level); iii) Teamwork (advanced level); iv) Written Communication (advanced level); v) Oral Communication (intermediate level); and vi) International Perspective (advanced level).