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.

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

Assessments

Essay
Report