Reading List Category
Resource Type
Lesson

Lesson 1

Key Text Article

Hospitality and Tourism Management: Advanced…

by Kasemsap, K
Key Text Article

Impact of Customer Relationship Management of…

by Ahmad, T., et al.
Key Text Article

Creative Customer Service Management.

by Tucker, F
Key Text Article

Using logistic regression for persona…

by Kang, R.
Essential Resource Video

Service Isn't Same As Hospitality | Anna…

by TEDx Talks
Essential Resource eBook

Handbook of research on holistic optimization…

by P. Vasant & K. M. (eds.)
Essential Resource Video

The Secret Ingredients of Great Hospitality |…

by TED
Wider Reading Website

About us

by WTTC
Wider Reading Website

About

by American Hotel & Lodging Association (AHLA)
Wider Reading Website

Customer Relations vs Customer Service: Whcih…

by Kancherla, P.
Wider Reading Website

Customer Service Expectations Survey

by Gladly

Lesson 2

Key Text eBook

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.,
Key Text eBook

Marketing and Managing Tourism Destinations

by Morrison, ​A.M.,
Key Text eBook

Events Management

by ​Bowdin, G.A.J., Allen, J., Harris, R., Jago, L., O'Toole, W. and McDonnell, I​.,
Key Text eBook

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,
Essential Resource Video

What is the "Experience Economy", and…

by Emeritus
Essential Resource Article

Welcome to the Experience Economy

by Pine, B.J. and Gilmore, J.H.,

Lesson 3

Key Text eBook

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,
Key Text eBook

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.,
Wider Reading eBook

Luxury brand management in digital and…

by Chevalier, M. and Mazzalovo, G.

Lesson 4

Key Text eBook

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,
Key Text eBook

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.,
Essential Resource Video

Singapore Airlines Service: Anticipating Your…

by Singapore Airlines
Essential Resource Article

Hospitality industry and the service culture in…

by Michaelides, R.,
Essential Resource eBook

The Heart of Hospitality

by Solomon, M. & Humler, H.,
Wider Reading eBook

Service Operations Management.

by Johnston, R., Shulver, M. & Slack, N.,

Lesson 5

Key Text eBook

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.
Key Text eBook

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.
Essential Resource Article

Spicing up hospitality service encounters: the…

by Tuomi, A. et al
Essential Resource Video

Poor vs Great Customer Service

by Odyssey Training
Essential Resource Article

Service encounters, experiences and the customer…

by Voorhees, C. M. et al.

Lesson 6

Key Text eBook

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.
Key Text eBook

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.
Essential Resource Video

Why is sustainability so important in the…

by Craft Guild of Chefs
Essential Resource eBook

Sustainability in the Hospitality Industry

by Legrand, W., Chen, J. S., Laeis, G. C. M.
Essential Resource eBook

The Perfect Meal

by Spence, C. and Piqueras-Fiszman, B.

Lesson 7

Key Text eBook

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.
Essential Resource Video

The Secret Ingredients of Great Hospitality |…

by TED
Wider Reading eBook

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.

Lesson 8

Key Text eBook

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.
Essential Resource Article

Price-personalisation: Customer typology based on…

by Tomczyk, A., Bualis, D., Fan, D. and Williams, N. L.
Essential Resource Video

BUILDING SUSTAINABLE RELATIONSHIPS THAT BRING…

by TEDx Talks

Lesson 9

Key Text eBook

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.