Service And Experience Management

This subject is available under ICMS undergraduate degrees, please click the button below to find an undergraduate course for you.

Subject Code:

HOS302A/HOS204B

Subject Rationale:

HOS302A

“Work is theatre and every business a stage” (Pine & Gilmore 1999)

The provision of service has become increasingly important across a number of industries and many organisations are moving beyond the idea of providing a service to staging a total customer experience. Introducing this exciting concept of management in the service and experience economy where the student will be engaged in several theoretical concepts to enhance the learning experience.

The subject examines the development of the experience economy and the specialist skills required to manage commercial organisations within it. To create the desired impression, companies must provide cues that affirm the nature of the experience and think about what they would do differently if they were to charge admission.

Key areas addressed include: the experience economy, the characteristics of service, service development, service evaluation and service improvement.

HOS204B

The concept of the experience economy continues to transform service industries worldwide. Organisations no longer simply provide a service; they craft immersive, memorable customer experiences that differentiate their offerings in competitive markets. This subject examines how companies design and manage service environments to enhance customer engagement and loyalty, shifting from transactional services to emotional and experiential connections.

This subject aims to provide students with an in-depth understanding of the experience economy and the skills required to design, evaluate and improve service experiences. Students will explore theoretical frameworks and apply them to real-world scenarios, focusing on experience creation, evaluation and innovation. By examining best practices across industries, students will develop the strategic mindset needed to thrive in the evolving service economy.

Learning Outcomes:

HOS302A

a) Explain the role and characteristics of the experience economy.
b) Reflect on the realms of the experience economy whilst interacting with a brand.
c) Assess existing experiences in the service industry.
d) Design a unique experience.

HOS204B

a) Analyse the role and characteristics of the experience economy
b) Reflect on the realms of the experience economy whilst interacting with a brand
c) Compare existing experiences in the service industry.
d) Design a multimedia-based concept to deliver a unique customer experience

Student Assessment:

Note: (G) = Group assessment