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IHM4006

Customer Services Management

All the reading and resources from your modules, all in one place

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Wider Reading

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Video

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Lesson

Lesson 1

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Lesson 6

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Lesson 9

Lesson 10

Lesson 1

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.

Essential Resource Website

Travel and tourism worldwide

Lesson 2

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.,

Marketing and Managing Tourism Destinations

by Morrison, A.M.,

Events Management

by Bowdin, G.A.J. et al.

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,

Essential Resource Video

What is the "Experience Economy", and…

Lesson 3

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.,

Lesson 4

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.,

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.,

Lesson 5

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.

Essential Resource Article

Spicing up hospitality service encounters: the…

by Tuomi, A. et al

Essential Resource Article

Service encounters, experiences and the customer…

by Voorhees, C. M. et al.

Essential Resource Video

Poor vs Great Customer Service

by Odyssey Training

Lesson 6

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.

Essential Resource eBook

The Perfect Meal

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

Essential Resource eBook

Sustainability in the Hospitality Industry

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

Essential Resource Video

Why is sustainability so important in the…

by Craft Guild of Chefs

Lesson 7

Managing Hospitality Organizations

by Ford, R. C. and Sturman, M. C.

Essential Resource Video

The Secret Ingredients of Great Hospitality |…

Wider Reading eBook

Customer Service for Hospitality and Tourism

by Hudson, S. and Hudson, L.

Lesson 8

Managing hospitality organizations: Achieving…

by Ford, R. C. and Sturman, M. C.

Essential Resource Video

BUILDING SUSTAINABLE RELATIONSHIPS THAT BRING…

Essential Resource Article

Price-personalisation: Customer typology based on…

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

Lesson 9

Customer service for hospitality and tourism

by Hudson, S. and Hudson, L.

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