Service Management in Tourism, Events and Hospitality

Course aim

To enable an understanding of the features and characteristics of tourism services from an experience perspective and to develop the students’ managerial skills to improve business performance by designing and managing tourism experiences from a co-creation approach.

Course content

Understanding the concept and implications of experience in the tourism, hospitality and event sectors; Tourism service concept & design: a co-creation approach for managing tourism experiences; developing Customer Management and Customer Engagement strategies; the role and impact of Information & Communication Technologies on tourism services: technology mediated and enhanced tourism experiences; the sharing – collaborative economy and people as tourism experience suppliers; Experiencescape design and management; Human Resource Management in tourism / hospitality / events: emotional labour, staff empowerment and multi-cultural skills; Management of service failures: service recovery management offline and online (e.g. online customer review websites); New Service Development (NSD) in tourism / hospitality / events: customer involvement and role in NSD; Social entrepreneurship and innovation in tourism / hospitality and events: applications/ cases, motivations, profile of social tourism entrepreneurs, the creation of shared value and social change through tourism; Revenue/Yield management in tourism / hospitality / events: capacity management and demand management; Internationalisation strategies in tourism / hospitality / events: franchising, management contract, consortia, joint ventures.

Textbook(s)

Nil

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

Note: These components may or may not be scheduled in every study period. Please refer to the timetable for further details.

Assessment

Essay, Group project

Fees

EFTSL*: 0.125
Commonwealth Supported program (Band 4C)
To determine the fee for this course as part of a Commonwealth Supported program, go to:
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Fee-paying program for domestic and international students
International students and students undertaking this course as part of a postgraduate fee paying program must refer to the relevant program home page to determine the cost for undertaking this course.

Non-award enrolment
Non-award tuition fees are set by the university. To determine the cost of this course, go to:
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Not all courses are available on all of the above bases, and students must check to ensure that they are permitted to enrol in a particular course.

* Equivalent Full Time Study Load. Please note: all EFTSL values are published and calculated at ten decimal places. Values are displayed to three decimal places for ease of interpretation.