Brief Course Description
1. Course Title:
Service Recovery
2. Language of Instruction:
Tiếng Việt
3. Course Code:
TOU515109
4. Credits:
3
5. Course Objectives:
The "Service Recovery" course provides students with the knowledge and skills needed to identify, assess and resolve service failures in the hospitality and tourism industry. Students will understand the basic concepts of service failures, the importance of service recovery, as well as the psychology and emotions of customers during the service delivery process. The course guides students on how to assess the impact of technology, systems and people on service failure recovery, and helps students apply service recovery methods to real-life situations. Students will learn how to develop short-term and long-term solutions to handle service failures to improve service quality, thereby contributing to minimizing risks during operations and improving customer experience. In addition, the course encourages students to self-evaluate, develop self-awareness and define career goals, preparing them to become professional service managers in the challenging and potential tourism and hospitality industry.
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.