Service Excellence
Objectives
Developed from the demands of a wide range of industries, the course is designed to challenge you, as a future leader in service innovation. Using the focal point of hospitality principles, you learn to understand, analyze and apply the principles of Customer Experience and Service Excellence.
General characterization
Code
2667
Credits
3.5
Responsible teacher
Sander Martijn Allegro
Hours
Weekly - Available soon
Total - Available soon
Teaching language
English
Prerequisites
n/a
Bibliography
F. Melissen, R. Blomme, S. Josephi & J. Van Der Rest (2014), Hospitality Experience. Wolters-Noordhoff
A. Pennington (2016), The Customer Experience Book, Pearson
B. Joseph Pine, James H. Gilmore , (2011), The Experience Economy, updated edition. Harvard Business Review Press
Teaching method
The course covers the main topics outlined above, through the combination of learning techniques, taking into consideration different learning styles. Lectures are used to provide a solid theoretical background. Case studies are used to bring the theoretical concepts to life and enhance comprehension through discussion. Finally, direct application of the theory is enabled group.
Evaluation method
Evaluation will consist of:
a final exam (50%)
a group project (50%)
Subject matter
The course content is structured around four main topics:
Hospitality in the spotlight ? (mega-)trends and key concepts
The Hospitality model ? designing a hospitality concept
The Customer Journey ? analysis and design from the point of view from the customer
Creating Service Excellence ? tools for managing service quality