Service Industry Management 1 (7010.6)

This subject will explore tourism and hospitality from the perspective of a service industry. Topics will include service as a marketing tool, the design of service systems and capacity and demand. The concepts and rationale of service as a marketing strategy will be explored and the processes and techniques analysed. A major element of this subject is the examination of the role of the customer in service delivery and how this impacts on the operation of a successful service industry.

Learning outcomes

1. describe the difference and the uniqueness of service management;
2. discuss the synergy between innovation, service and marketing;
3. design and implement service systems and measurement processes;
4. explain the criteria required in implementing meaningful capacity management systems.
5. implement service practices to ensure appropriate customer handling.

Prerequisites

Introduction to Tourism or Global Issues in Tourism or permission of lecturer.