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. Based on the frameworks of service quality model in services marketing and quality management in general businesses, this course expands to the service management within the hospitality and entertaining businesses. It aims to raise students’ awareness of the importance of quality services to the industry success and addresses issues concerning delivering, designing and managing quality service systems at all levels. The role of the customer in service delivery and how this impacts on the operation of a successful service in various organizations are also explored.

CILO-1: Describe the basic principles, concepts, and theories about customer satisfaction and expectations. CILO-2: Articulate the gaps of service delivery and the steps in service failure recovery. CILO-3: Critically evaluate the service quality provided by a hospitality firm. CILO-4: Discuss how organizations can achieve service excellence via effectively system and team management. CILO-5: Explain the importance and challenges of developing a strong service culture.