This week’s topics
Review and coursework completion
- Reviewing the learning outcomes
- Completing and checking coursework against the criteria
- Self-assessment
What you will be able to do
- 1.1 Describe the role of services marketing in the tourism and hospitality industry.
- 1.2 Discuss the services marketing approach in the tourism and hospitality industry.
- 1.3 Describe the services marketing activities of tourism and hospitality businesses.
- 1.4 Explain the impact of social media and digital communications on services marketing.
- 2.1 Explain the 9P model of the extended marketing mix.
- 2.2 Analyse the marketing mix of a selected tourism and hospitality business.
- 3.1 Explain the main theories of consumer behaviour in the tourism and hospitality industry.
- 3.2 Analyse contemporary trends in consumer behaviour in the tourism and hospitality industry.
- 3.3 Explain how tourism and hospitality businesses have adapted to changes in consumer behaviour.
- 4.1 Define the characteristics of excellent customer service in the tourism and hospitality industry.
- 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
Guided review of every criterion; coursework completion clinic and peer review.
Study materials
The teaching notes, exercises and videos of this week are in the student portal. Your portal is set up as soon as you receive final acceptance, so you can open them before the semester starts.
