Teaching Responsibility
LJMU Schools involved in Delivery:
LJMU Partner Taught
Learning Methods
Lecture
Seminar
Module Offerings
4503LBSLC-SEP-PAR
Aims
The aim of this unit is to provide students with the background knowledge of customer experience in tourism, leisure and hospitality.
Learning Outcomes
1.
Explain the visitor economy's market segments' demands and expectations.
2.
Develop an understanding of the influence of digital technology in managing customer experience.
3.
Investigate the customer experience map in order to identify and optimise their touch points.
Module Content
Outline Syllabus:Understand customers profile and characteristics
Explain the needs and expectations of market segments in the service industry
Models of service quality and customer satisfaction
Defining the customer journey experience map
Customer touch points and bottlenecks
Service quality and customer satisfaction in tourism, leisure and hospitality
Customer relationship management
Customer collaboration strategy
Managing customer experiences online
Comparison standards for assessing customer satisfaction