Hospitality Management – Customer Experience Management

Kurskod R381101
Studiepoäng 3
Lärandemål

Knowledge
Understanding the nature and concepts of Customer Experience Management (CEM) and its tools on basic level;
Awareness of main challenges and trends of CEM;

Skills
Ability to apply tools and concepts of CEM to solve simple practical challenges in a way that creates value for all parties involved;
Ability to evaluate the progress of CEM initiative and professional practice and adjust those according to the circumstances and changes along the process;

General Competence
Improved ability to work in international teams on specific and complex tasks;
Improved capability to assess, connect and meaningfully apply theoretical frameworks, academic research and development work to practical and theoretical challenges;
Improved ability to carry out analysis and deal with complex tasks;
Increased efficiency of communication, e.g., in international context.

Innehåll

The course will focus on the following blocks:
Customer Experience Management and Experience Economy
Tools and Models for CEM
Service Quality and Tourism Product Management
Presentation techniques
Teamwork and team roles

Närvaro

The course takes place in Dalsland from 1.4.-5.4.2019.
Travelling (31.3 and 6.4)

Vitsordsskala

Tvågradig skala (Godkänd/Underkänd)

Utbildningsprogram

Utbildningsprogrammet för Hospitality Management

Examination

School and country presentations
Country industry reports before the joint week module
Team’s final report and presentation during the module
Peer assessment of teamwork
Learning diary

Kurslitteratur och studiematerial

Will be handed out with the pre reading material.
All material will be handed out through Google Classroom.

Förkunskaper

Recommended for second and third year students.

Dokumentering

The grade will be put out in Wilma.

Arbetsformer

Company cases
Group work

Utskriven 16 juni 2019 kl 07:37