THM 5311: Service Management for the Tourism & Hospitality Industry

Considerations for Service Recovery Strategies

Creating a Culture for Service

Customer Centricity

Customer Service Research

Developing Emotional Intelligence to Realize a Motivated and Engaged Workforce

Ensuring Employee Success

Establishing a Service Strategy

Hiring the Right People

Leadership Styles

Managing Quality in a Complex Service Environment: Supply & Demand

Measuring Service Quality

Meeting the Guest’s Expectations

Motivating the Service Employee

Qualities Associated with Effective Service Leaders

Service Employees