This unit is a Pearson-set unit. Tutors will choose a topic based on a theme and
selection of topics provided by Pearson (this will change annually). The unit will enable
students to explore and examine a relevant and current topical aspect of leadership
and management in the context of the service sector environment.
By the end of this unit students will be able to:
1. Explain the needs and expectations of market segments for the service industry
2. Explore the customer experience map to create business opportunities and optimise customer touch points
3. Investigate the impacts of digital technology in customer relationship management
Apply effective customer experience management within a service sector business to maximise customer engagement
Skill Level: Beginner