EG304-6-FY-CO:
The Customer Experience 3
2023/24
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 6
Current
Thursday 05 October 2023
Friday 28 June 2024
15
27 September 2023
Requisites for this module
(none)
(none)
(none)
(none)
(none)
BA N8N6 Events Management with Hospitality,
BA N8N7 Events Management with Hospitality
This module will explore your understanding of the importance of the centrality of the customer experience. You will develop critical understanding of the nature of the service encounter and how the quality and consistency of the customer experience is determined by all of the components in delivering the customer service encounter. The management of the quality of the customer service encounter will also be put in practice.
This module aims to enable you to:
1. Critically analyse relevant theories and concepts in relation to strategic marketing.
- Critically evaluating strategic marketing plans and their impact on event and hospitality businesses;
- An analysis of the industry and the success / failure of different organizational strategies within events and hospitality.
2. Critically appraise the changing environmental concerns on customer expectations.
- Critically analyzing the impact of contemporary PESTLE issues on different market types and their expectations.
3. Strategically apply the principles of innovation in delivering customer expectations.
- Competition, innovation and competitive advantage the added value of enhancing the guest experience.
At the conclusion of this module you should be able to:
1. Critically analyse relevant theories and concepts in relation to strategic marketing.
2. Critically appraise the changing environmental concerns on customer expectations.
3. Strategically apply the principles of innovation in delivering customer expectations.
No additional information available.
Learning and teaching will take the shape of either classroom based or online lectures and seminars where Wivenhoe House will be used to contextualize theory and illustrate practice. Self-managed learning will supplement seminars where you will be provided with guidance on required reading and on-line learning resources.
This module does not appear to have a published bibliography for this year.
Assessment items, weightings and deadlines
| Coursework / exam |
Description |
Deadline |
Coursework weighting |
| Coursework |
Management Report |
|
40% |
| Coursework |
Business Report |
|
60% |
Exam format definitions
- Remote, open book: Your exam will take place remotely via an online learning platform. You may refer to any physical or electronic materials during the exam.
- In-person, open book: Your exam will take place on campus under invigilation. You may refer to any physical materials such as paper study notes or a textbook during the exam. Electronic devices may not be used in the exam.
- In-person, open book (restricted): The exam will take place on campus under invigilation. You may refer only to specific physical materials such as a named textbook during the exam. Permitted materials will be specified by your department. Electronic devices may not be used in the exam.
- In-person, closed book: The exam will take place on campus under invigilation. You may not refer to any physical materials or electronic devices during the exam. There may be times when a paper dictionary,
for example, may be permitted in an otherwise closed book exam. Any exceptions will be specified by your department.
Your department will provide further guidance before your exams.
Overall assessment
Reassessment
Module supervisor and teaching staff
Dr Banthita Hunt, email: banthita.hunt@essex.ac.uk.
Edge Hotel School, ehs@essex.ac.uk
No
No
No
Available via Moodle
Of 14 hours, 14 (100%) hours available to students:
0 hours not recorded due to service coverage or fault;
0 hours not recorded due to opt-out by lecturer(s), module, or event type.
Edge Hotel School
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