Quality service has been seen as a key marketing tool, playing an increasing role in contributing to customer experiences, determining their current satisfaction level and the possibility of repeated visits. This course focuses on the service management within the gaming and entertaining businesses. It aims to raise students’ awareness of the importance of quality services to the industry success and addresses issues concerning managing, designing and delivering quality service systems. The role of the customer in service delivery and how this impacts on the operation of a successful service in the industry are also explored.

1. Students will be able to describe the basic principles, concepts, and theories about customer satisfaction and expectations; 2. Students will be able to articulate the gaps of service delivery and the steps in service failure recovery; 3. Students will be able to critically evaluate the service quality provided by a hospitality firm; 4. Students will be able to discuss the costs of quality; 5. Students will be able to explain the importance and challenges of developing a strong service culture.