James Cook University Subject Handbook - 2021
For subject information from 2025 and onwards, please visit the new JCU Course and Subject Handbook website.
TO5106 - Quality Customer Service
| Credit points: | 03 |
| Year: | 2021 |
| Student Contribution Band: | Band 4 |
| Administered by: | College of Business, Law & Governance |
Subject Description
- Quality Customer Service is crucial for a healthy hospitality and tourism business. In this subject students will analyse, and evaluate customer experiences to propose and implement focused service excellence strategies for businesses operating across the hospitality and tourism sectors. Students will liaise with Industry clients to conduct an applied research project focused on enhancing customer interactions and providing service excellence options to enhance business effectiveness and customer management.
Learning Outcomes
- critically analyse customer service experiences in hospitality and tourism establishments
- evaluate and synthesise service experience enhancement strategies in hospitality and tourism establishments aligned with theoretical underpinnings and practical application
- research and design a customer service enhancement proposal for a business in the hospitality and tourism industry
Subject Assessment
- Oral > Presentation 1 - (25%) - Individual
- Written > Project report - (50%) - Group
- Participation > Observation - (25%) - Individual
Note that minor variations might occur due to the continuous subject quality improvement process, and in case of minor variation(s) in assessment details, the Subject Outline represents the latest official information.
Availabilities
Cairns, Study Period 1, Internal | |
| Census date: | Thursday, 25 Mar 2021 |
| Study Period Dates: | Monday, 22 Feb 2021 to Friday, 18 Jun 2021 |
| Coordinator(s): | DR Denis Tolkach |
| Lecturer(s): | DR Denis Tolkach |
| Workload expectations: | The student workload for this 3 credit point subject is approximately 130 hours.
|
JCU Brisbane, Study Period 21, Internal | |
| Census date: | Thursday, 11 Mar 2021 |
| Study Period Dates: | Monday, 15 Feb 2021 to Saturday, 15 May 2021 |
| Coordinator(s): | DR Denis Tolkach |
| Lecturer(s): | MR Rob Kelly DR Denis Tolkach |
| Workload expectations: | The student workload for this 3 credit point subject is approximately 130 hours.
|
JCU Brisbane, Study Period 22, Internal | |
| Census date: | Thursday, 24 Jun 2021 |
| Study Period Dates: | Monday, 31 May 2021 to Saturday, 28 Aug 2021 |
| Coordinator(s): | DR Denis Tolkach |
| Lecturer(s): | MR Rob Kelly |
| Workload expectations: | The student workload for this 3 credit point subject is approximately 130 hours.
|
JCU Singapore, Study Period 51, Internal | |
| Census date: | Thursday, 08 Apr 2021 |
| Study Period Dates: | Monday, 15 Mar 2021 to Friday, 18 Jun 2021 |
| Coordinator(s): | DR Zahra Pourabedin |
| Lecturer(s): | MS Karen Sim |
| Workload expectations: | The student workload for this 3 credit point subject is approximately 130 hours.
|