Service Management

Edinburgh Napier University

BA (Hons) Hospitality & Service Management

TSM 09904 Service Management

ASSESSMENT SUBMISSION

Title: Identifying service management excellence

Organization: Hong Kong Disneyland

Lecturer : Dr. Ros Sutherland

Local Tutor : Dr. Vincent C.S. Heung

Student name : Wong man Yee (Samantha)

Matriculation No : 40187707

Year and Class : 2015, BAHSM 1B

Date of submission : 15 May, 2015

Word Count : 2500 words

TABLE OF CONTENT

Executive Summary

This report is using Hong Kong Disneyland as the case to talking the service management excellence and use service quality, performance measurement, customer relationship marketing and monitoring and evaluating the service, those theories to discussion in among. Last, it will give some recommendation, for example, training the staff in deeply in order to give the more comprehensive service to the customer.

Introduction P.3

Methodology P.4

Main discussion P.5-11

1. Service quality

2. Customer relationship marketing

3. Managing people

Conclusion P. 12-13

Reference P. 14-15

Appendix P. 16

INTRODUCTION

Nowadays, customer expectation is high than pass few years. Because of the high competition in hospitality industry, creating new product and new policy is being an important thing.

Also, providing a well service is required for customer. Customer have many choices in making decision while they will depends on their past experience, perception and demand. Therefore, many organizations improve their service quality to maintain the customer loyalty. In fact, customer is more concern about service quality rather than the price. It is the reason why service management is important for an organization to provide excellent service to customer.

Hong Kong Disneyland is the most famous theme park in Hong Kong. There are many facilities, entertainments and shops. A well service...