Self-Paced Online Courses

学习目标
Upon completion of this module on service encounters, you will be able to:

• Define service encounters and their importance in a hospitality organization
• Create a service blueprint that highlights service encounters in a hospitality organization
• Detect areas of opportunity for your hospitality organization as it relates to service encounters

For more information, click the following link http://msudenver.qualtrics.com/jfe/form/SV_6zKF3zH1Eg0ACuq

学习目标

Upon completion of this module, you will be able to:

• Understand the impact of service failures on a hospitality organization

• Identify the root causes of service failures within your organization

• Examine how customer failure and service recovery are linked

• Detect current topics in service failure that will become relevant for hospitality managers in the next few years

  
  For more information, click the following link: http://msudenver.qualtrics.com/jfe/form/SV_6zKF3zH1Eg0ACuq

学习目标

Upon completion of this module, you will be able to:

• Identify the reasons why an organization should create a service recovery program to address service failures in a hospitality organization
• Utilize elements of distributive, 程序上的, and interactional justice to explain how customers evaluate service recovery initiatives
• Obtain best practices for effective service recovery outcomesExplain the challenges and opportunities of double-deviation of service recovery programs

For more information, click the following link http://msudenver.qualtrics.com/jfe/form/SV_6zKF3zH1Eg0ACuq