Brief Course Description
1. Course Title:
Services Recovery
2. Language of Instruction:
Tiếng Việt
3. Course Code:
TOU515077
4. Credits:
3
5. Course Objectives:
The course helps students understand the basic concepts of service errors and how to recover service. To do this, students understand how to grasp the psychology and emotions of customers and use hotel resources to overcome errors in the process of serving guests and find solutions to improve service quality in the future.
6. Brief Description of Course Content:
A service failure is any type of error, mistake, deficiency or problem occurring during the provision of a service. The consumption of tourism and hospitality services involves a high degree of uncertainty and risk The inherent variability in tourism and hospitality services is attributable primarily to two factors: the heavy reliance on human service providers and the near impossibility of quality in- spections prior to consumption.