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May 07, 2025
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2025-2026 Academic Catalog
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HOSP 103 - Customer Service Excellence 3 CR
This course will provide a complete overview in the dynamics that encompass enriching and memorable customer service experiences. Competitive advantage lies within customer service excellence, and this course will cover these key components.
Course Learning Outcomes:
- Recognize the driving forces behind the importance of the study of services marketing.
- Compare and contrast the four stages of operational competitiveness.
- Explain the art of service blueprinting as it relates to the design of service delivery operations.
- Explain the special considerations of service pricing as they relate to cost, demand, customer, competitor, profit, product, and legal considerations.
- List the variety of customer and noncustomer research approaches a service firm can use to construct a service quality information system.
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