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

The details
2019/20
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 6
Current
Thursday 03 October 2019
Friday 26 June 2020
15
16 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,
BA N8N6TE Events Management with Hospitality,
BA N8N6TU 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 professional practice in all practical areas of the Wivenhoe House supported by the academic and professional practitioner's feedback and expertise. Wivenhoe House will be used to contextualize theory and illustrate and develop professional practice. Group and /or individual tutorials will be used to support the development of the work based portfolio. and on-line learning.

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
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 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

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