Service Excellence & Experience Design’ is an interdisciplinary module that focuses on the central role of the customer as user and on the user experience in service innovation, taking into account all stakeholders in the optimization of the service process and operational structure.

Consequently, the framework of service process, service excellence, operations management, systems analysis, and quality management is used to explore a number of current issues in the hospitality sector.

Today’s global traveler, who has experienced service in culturally diverse environments, demands authentic service experiences that reflect a sense of place. This growing importance of service, coupled with rising consumer expectations, challenges hotel and restaurant managers to understand and predict consumer behavior, and then to innovate or rethink the service experience. An innovative service and experience design strategy can distinguish one provider from another and give it a competitive edge.