Course curriculum

    1. Understanding Service Industries & Customer-Centric Service

    1. Identifying Challenges of the Workforce

    1. Emotional Labor

    1. Emotions of Service Excellence

    1. Conclusion

    2. Reflection

    1. Quiz

About this course

  • Free
  • 12 lessons
  • Certificate available

What you will learn

  • Challenges in the Tourism and Hospitality Industry

    Learn more about the unique challenges such as nontraditional working hours, high stress, seasonality and turnover rates and more.

  • The Importance of Emotional Labor in Professional Settings

    Discover the differences between surface acting and deep acting, and how you, as a manager, can cultivate a supportive work environment for your employees.

  • Understanding the Service Profit Chain and Job Performance

    Learn more about the Service Profit Chain and its implications for delivering exceptional customer experiences. Explore the core components of job performance in the hospitality industry.

Meet your instructor

Dr. Lindsey Lee

Dr. Lindsey Lee is an assistant professor in the tourism and hospitality management department. Her research work focuses on maximizing employee service performance while supporting employee emotional labor. Dr. Lee’s research interests include identifying management and organizational practices to support employees, implementing emotional labor to manage difficult guests, and employee management training and development. Her work has been published in the International Journal of Hospitality Management. Dr. Lee earned her PhD in hospitality administration from the University of Houston and holds a master of science in tourism and hospitality management from the University of Central Florida. Her bachelor’s degree in psychology is from Emory University. Connect with Dr. Lindsey Lee to stay updated on her work in promoting diversity, equity, and inclusion in the travel and tourism industry. You can connect with Dr. Lindsey Lee on LinkedIn www.linkedin.com/in/lindsey-lee-46b991171/