This week’s topics
Final assessment and submission
- Final coursework submission
- Assessment against all criteria
What you will be able to do
- 1.1 Explain the importance of customer relationship management to a tourism and hospitality business.
- 1.2 Analyse the different functions within tourism and hospitality businesses that are linked to customer relationship management.
- 1.3 Analyse the factors that influence customer relationship management in the tourism and hospitality industry.
- 2.1 Explain approaches to customer decision making.
- 2.2 Assess the factors that influence consumer purchase decisions in the tourism and hospitality industry.
- 2.3 Analyse the different techniques and methods organisations can apply to increase customer relationships and customer loyalty.
- 3.1 Describe the characteristics of effective teams.
- 3.2 Explain the importance to a tourism and hospitality business of effective team work.
- 3.3 Discuss how tourism and hospitality managers can promote effective team working in their areas of responsibility.
- 4.1 Explain methods used to monitor and measure the customer experience.
- 4.2 Recommend approaches to improve the customer experience in a selected tourist or hospitality organisation.
Activity
Final assessment week: submission of the unit assignment.
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.
