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Level 4 Diploma in Tourism and Hospitality Management

Complaint Management and Service Recovery

THM403 · Services Marketing in Tourism and Hospitality — Week 11 of 16

CourseTHM403
Week11 of 16
SemesterI
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This week’s topics

Complaint Management and Service Recovery

  1. Service recovery paradox
  2. Standard operating procedures for dispute resolution
  3. Feedback loop integration
  4. Impact of complaint handling on brand reputation

What you will be able to do

  • 4.2 Assess the relationship between customer service and business performance in the tourism and hospitality industry.
  • 4.3 Explain the importance of effective customer complaint management.

Activity

Seminar, guided reading and a short written task: assess the relationship between customer service and business performance in the tourism and hospitality industry.

Study materials

Further resources

  • Service Recovery Expectation and Recovery Justice in E-Retailing · Reading · Reading, article · for registered students
  • Chatbot Service Recovery With Emotion Words: Satisfaction, Repurchase and Word-of-Mouth · Reading · Reading, article · for registered students
  • Principles of Marketing, ch. 11.2: Service-profit chain and service triangle · PDF · OpenStax, textbook chapter; pp. 379–385 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
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Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

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Course plan
  • Week 1: Fundamentals of Services Marketing
  • Week 2: Services Marketing Approaches and Operational Activities
  • Week 3: Digital Communications and Social Media Strategy
  • Week 4: The Extended Marketing Mix Framework
  • Week 5: The 9P Model and Practical Business Analysis
  • Week 6: Theories of Consumer Behaviour
  • Week 7: Contemporary Trends in Consumer Behaviour
  • Midterm: Midterm evaluation
  • Week 9: Organisational Adaptation to Market Changes
  • Week 10: Principles of Excellent Customer Service
  • Week 11: Complaint Management and Service Recovery
  • Week 12: Applying Services Marketing in Tourism and Hospitality in p…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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