EG302-5-AU-CO:
The Customer Experience 2
2022/23
Edge Hotel School
Colchester Campus
Autumn
Undergraduate: Level 5
Current
Thursday 06 October 2022
Friday 16 December 2022
15
31 March 2021
Requisites for this module
(none)
(none)
(none)
(none)
(none)
BA N8N6 Events Management with Hospitality
This module will build on your understanding of the importance of the centrality of the guest experience as fundamental to all activity within a hotel business. You will develop a greater understanding of the tangible and intangible components of the guest experience and how the components of delivering the guest service encounter and the service need to be in place to exceed guest expectations.
This module aims to enable you to:
1. Critically analyse and develop relevant theories and concepts in relation to a better understanding of the guest experience.
- An introduction to the concept of the service encounter.
- Innovation, diffusion, adoption, leadership, risk, reference groups;
- Culture and hospitality consumption: the role of values, attitudes, norms and beliefs on global consumption.
2. Apply marketing concepts and critically analyse their relevance to delivering the guest expectations.
- An introduction to the concept of the marketing of the service encounter;
- Segmenting markets and the contemporary consumers;
- Identifying competition, innovation and competitive advantage in delivering guest services.
3. Critically analyse guest needs in the current business climate.
- Understanding the nature of the ‘experience’ economy and the impact on guest needs;
- Understanding the concept of the hospitality performance and the theatre of hospitality in exceeding guest expectations.
4. Understand and critically examine the guest expectations concerning contemporary environmental issues.
- Customer satisfaction: concepts related to customer satisfaction, and dissatisfaction;
- Environmental issues and the development of sustainable hospitality;
- The role of the consumer relationship;
- Hospitality in the Commercial Domain: exploring the development of global hospitality.
At the conclusion of this module you should be able to:
1. Critically analyse and develop relevant theories and concepts in relation to a better understanding of the guest experience.
2. Apply marketing concepts and critically analyse their relevance to delivering the guest expectations.
3. Critically analyse guest needs in the current business climate.
4. Understand and critically examine the guest expectations concerning contemporary environmental issues.
No additional information available.
Learning and teaching will take the shape of either classroom based or online lectures and seminars where Wivenhoe House will be used to contextualize theory and illustrate practice. Self-managed learning will supplement seminars where you will be provided with guidance on required reading and on-line learning resources.
This module does not appear to have a published bibliography for this year.
Assessment items, weightings and deadlines
| Coursework / exam |
Description |
Deadline |
Coursework weighting |
| Coursework |
Group Presentation |
|
25% |
| Coursework |
Individual Report |
|
75% |
Exam format definitions
- Remote, open book: Your exam will take place remotely via an online learning platform. You may refer to any physical or electronic materials during the exam.
- In-person, open book: Your exam will take place on campus under invigilation. You may refer to any physical materials such as paper study notes or a textbook during the exam. Electronic devices may not be used in the exam.
- In-person, open book (restricted): The exam will take place on campus under invigilation. You may refer only to specific physical materials such as a named textbook during the exam. Permitted materials will be specified by your department. Electronic devices may not be used in the exam.
- In-person, closed book: The exam will take place on campus under invigilation. You may not refer to any physical materials or electronic devices during the exam. There may be times when a paper dictionary,
for example, may be permitted in an otherwise closed book exam. Any exceptions will be specified by your department.
Your department will provide further guidance before your exams.
Overall assessment
Reassessment
Module supervisor and teaching staff
Dr Quynh Nguyen, email: q.nguyen@essex.ac.uk.
Adrian Martin
Edge Hotel School, ehs@essex.ac.uk
No
No
No
Available via Moodle
Of 8 hours, 8 (100%) hours available to students:
0 hours not recorded due to service coverage or fault;
0 hours not recorded due to opt-out by lecturer(s), module, or event type.
Edge Hotel School
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