EG304-6-FY-CO:
The Customer Experience 3

The details
2021/22
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 6
Current
Thursday 07 October 2021
Friday 01 July 2022
15
31 March 2021

 

Requisites for this module
(none)
(none)
(none)
(none)

 

(none)

Key module for

BA N8N6 Events Management with Hospitality,
BA N8N7 Events Management with Hospitality

Module description

This module will explore your understanding of the importance of the centrality of the customer experience. You will develop critical understanding of the nature of the service encounter and how the quality and consistency of the customer experience is determined by all of the components in delivering the customer service encounter. The management of the quality of the customer service encounter will also be put in practice.

Module aims

This module aims to enable you to:
1. Critically analyse relevant theories and concepts in relation to strategic marketing.
- Critically evaluating strategic marketing plans and their impact on event and hospitality businesses;
- An analysis of the industry and the success / failure of different organizational strategies within events and hospitality.

2. Critically appraise the changing environmental concerns on customer expectations.
- Critically analyzing the impact of contemporary PESTLE issues on different market types and their expectations.

3. Strategically apply the principles of innovation in delivering customer expectations.
- Competition, innovation and competitive advantage the added value of enhancing the guest experience.

Module learning outcomes

At the conclusion of this module you should be able to:
1. Critically analyse relevant theories and concepts in relation to strategic marketing.
2. Critically appraise the changing environmental concerns on customer expectations.
3. Strategically apply the principles of innovation in delivering customer expectations.

Module information

No additional information available.

Learning and teaching methods

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.

Bibliography*

This module does not appear to have a published bibliography.

Assessment items, weightings and deadlines

Coursework / exam Description Deadline Weighting
Coursework   Management Report    40% 
Coursework   Business Report    60% 

Overall assessment

Coursework Exam
100% 0%

Reassessment

Coursework Exam
100% 0%
Module supervisor and teaching staff
Dr Quynh Nguyen, email: q.nguyen@essex.ac.uk.
Edge Hotel School, ehs@essex.ac.uk

 

Availability
No
No
No

External examiner

Dr David Graham
Sheffield Hallam University
Principal Lecturer - Hospitality Management ext. 6090
Resources
Available via Moodle
Of 27 hours, 27 (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).

 

Further information
Edge Hotel School

* Please note: due to differing publication schedules, items marked with an asterisk (*) base their information upon the previous academic year.

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