EG302-5-AU-CO:
The Customer Experience 2

The details
2019/20
Edge Hotel School
Colchester Campus
Autumn
Undergraduate: Level 5
Current
Thursday 03 October 2019
Saturday 14 December 2019
15
12 April 2019

 

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

 

(none)

Key module for

BA N8N6 Events Management with Hospitality,
BA N8N6SS Events Management with Hospitality,
FDA N6N8SS Events Management with Hospitality

Module description

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.

Module aims

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.

Module learning outcomes

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.

Module information

No additional information available.

Learning and teaching methods

Learning and teaching will take the shape of individual and group tutorials, tutor led seminars and Wivenhoe House Hotel will be used to contextualize theory and illustrate practice. Self managed learning will supplement seminars and tutorials and students 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 Group Presentation 25%
Coursework Individual Report 75%

Overall assessment

Coursework Exam
100% 0%

Reassessment

Coursework Exam
100% 0%
Module supervisor and teaching staff
Adrian Martin
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 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).

 

Further information
Edge Hotel School

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