HSPM 177: Hospitality Service Management
San Jose State University
Develop skills in setting formal service standards and procedures to deliver customer experience and evaluate service quality for hospitality businesses. Topics include service experience design, psychological/social characteristics of customer satisfaction, service delivery processes, consumer/server encounters, service quality, and service recovery. Prerequisite(s): Senior standing.
Average GPA: 3.55
Grade distribution records: 376 students across 14 terms.
Grade distribution
| Grade | Students | Percent |
|---|---|---|
| A+ | 52 | 13.8% |
| A | 134 | 35.6% |
| A- | 63 | 16.8% |
| B+ | 44 | 11.7% |
| B | 43 | 11.4% |
| B- | 12 | 3.2% |
| C+ | 9 | 2.4% |
| C | 11 | 2.9% |
| C- | 2 | 0.5% |
| D+ | 1 | 0.3% |
| D | 1 | 0.3% |
| D- | 2 | 0.5% |
| F | 2 | 0.5% |
Based on 376 student grade records across 14 terms and 2 professors.
Instructors
- Jooyeon Ha 285 students, Average GPA 3.49
- Barbara E Ratcliffe 91 students, Average GPA 3.71