Current course offerings

Please Note: Course profiles marked as not available may still be in development.

Course description

This course provides an introduction to the underlying principles of service management in the tourism, hospitality and event industries. It is focused on the strategies, systems, processes and design aspects of creating and evaluating service delivery, service excellence and service orientation. Topics include understanding the `service-dominant logic' approach to marketing and managing service, setting service strategy, understanding customer needs, building a service-minded workforce, measuring and evaluating service quality, and drivers of service industry customer loyalty.

Archived offerings