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 of service management and experiences in tourism, events and hospitality; analysis of the external environment and their impact on organisational performance; service design in tourism, events and hospitality; the role of technological advancements in tourism, events and hospitality; service quality measurements and tools; sharing economy in tourism, events and hospitality; servicescape, innovative services and experiences; human resource management and its implication in tourism, events and hospitality; management of service failure and approaches to recovery; customer relationship management; demand and supply management.

Textbook(s)

Nil

Prerequisite(s)

Nil

Corequisite(s)

Nil

Teaching method

Component	Duration
INTERNAL, CITY WEST
Preparatory	1 x 1 week
Lecture	2 hours x 10 weeks
Lecture (Virtual)	2 hours x 10 weeks
Tutorial	1 hour x 10 weeks
INTERNAL, OFFSHORE, HONG KONG BAPTIST UNIVERSITY
Workshop	3 hours x 10 weeks
INTERNAL, CITY WEST (INTENSIVE)
Workshop	30 hours x N/A
EXTERNAL, CITY WEST, ONLINE
External	3 hours x 10 weeks

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

Assessment

Essay, Presentation

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.