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Course Details

 

Course Details

Course Code: HOSP400 Course ID: 4115 Credit Hours: 3 Level: Undergraduate

The focus is on service delivery and methods for implementation and improvements within the service delivery process. Special emphasis will be placed on management and supervision techniques in service quality along with steps in critical evaluating and implementing a quality service plan within hospitality based organizations.

Course Schedule

Registration Dates Course Dates Start Month Session Weeks
04/26/2022 - 09/30/2022 10/03/2022 - 11/27/2022 October Fall 2022 Session B 8 Week session
06/28/2022 - 12/02/2022 12/05/2022 - 01/29/2023 December Fall 2022 Session D 8 Week session
08/29/2022 - 02/03/2023 02/06/2023 - 04/02/2023 February Winter 2023 Session I 8 Week session

Current Syllabi

After successfully completing this course, you will be able to:

1. From a procedural and personal perspective, apply the six steps to providing quality customer service to four distinct types of service.

2. Assess the effectiveness of a given customer service scenario, as it relates to personal service, and customer satisfaction.

3. Evaluate tools used to measure achievement of customer value expectations.

4. Differentiate the value of various techniques used to obtain customer feedback.

5. Assess the effect a top level Quality Service plan has on customer loyalty.

NameGrade %
Discussions 40.00 %
W1: Introduction Discussion 23.53 %
W2: Commoditized 2.35 %
W3: What to do? 2.35 %
W4: Quality Service Standards 2.35 %
W5: Internal Service Quality 2.35 %
W6: Hiring 2.35 %
W7: SERVQUAL assessment 2.35 %
W8: Debate -Highlights 2.35 %
Assignments 40.00 %
Week 1 Assignment: Quality Customer Service 13.33 %
Week 3 Assignment: Analyzing Service 13.33 %
Week 5 Assignment: Organizational Culture 13.33 %
Essay 20.00 %
Final Essay: The Gold Standard 20.00 %

After successfully completing this course, you will be able to:

1. From a procedural and personal perspective, apply the six steps to providing quality customer service to four distinct types of service.

2. Assess the effectiveness of a given customer service scenario, as it relates to personal service, and customer satisfaction.

3. Evaluate tools used to measure achievement of customer value expectations.

4. Differentiate the value of various techniques used to obtain customer feedback.

5. Assess the effect a top level Quality Service plan has on customer loyalty.

Book Title:The Experience Economy - Competing for Customer Time, Attention, and Money - e-book available in the APUS Online Library
ISBN:9781633697973
Publication Info:Harvard Business Lib
Author:Pine & Gilmore
Unit Cost:$32.00
 
Book Title:The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - e-book available in the APUS Online Library
ISBN:9780071548335
Publication Info:McGraw Lib
Author:Michelli, Joseph
Unit Cost:$11.98
 

Previous Syllabi

Not current for future courses.