Management for Luxury Services

The American Business School Paris

Course Description

  • Course Name

    Management for Luxury Services

  • Host University

    The American Business School Paris

  • Location

    Paris, France

  • Area of Study

    Fashion, Management

  • Language Level

    Taught In English

  • Prerequisites

    FASH220 and MKTG24, or their equivalents

  • Course Level Recommendations


    ISA offers course level recommendations in an effort to facilitate the determination of course levels by credential evaluators.We advice each institution to have their own credentials evaluator make the final decision regrading course levels.

    Hours & Credits

  • US Credits

  • Recommended U.S. Semester Credits
  • Recommended U.S. Quarter Units
  • Overview

    The world economy is dominated by “Services”, which accounts for more than 60 % of global GDP in 2017.
    Among these 60%, Hospitality, Retail and Transport represent a huge part (more than 50 %). At a time
    when clients no longer wish to be simply satisfied but “delighted” many luxury brands have made
    excellence of service a priority. This course is designed around a global approach to "services" in luxury,
    and gives an overall view on Service Management in Luxury with a specific focus on Hospitality, Retail and
    Transport. The major objective of these industries is to deliver an outstanding service that goes beyond the
    expectations of the customer.This requires careful planning, efficient execution and constant evaluation of
    the service.

    During this course, students will develop the expertise of the students in Service Management by
    overviewing the best practice of leading companies such as LV, DIOR, ETIHAD, AIR FRANCE, VIRGIN
    studies and real examples. They will explore ways to set service standards in order to offer the customer a
    memorable experience. Research studies will open their mind to the impact of the digital revolution on
    Service Management. This course is very client and management oriented (not at all with software) with a
    very practical approach: the objective is that students can see how real service management tools can be
    used everyday in the luxury business industry, and that they are familiar with them when integrating a

    Upon completion of this course students should be able to:
    - Define what “Service quality” and “Client Satisfaction” mean.
    - Identify customers’ expectations in Luxury (Hospitality & Retail & Transport) in terms of Service Quality
    and make an audit with a multicultural approach.
    - Implement a CRM policy (service process, recruitment, fidelization, training tools, feedback control).
    - Manage front office teams in terms of client relationship to deliver service excellence and measure the
    level of service (qualitatively and quantitatively).

Course Disclaimer

Courses and course hours of instruction are subject to change.

Eligibility for courses may be subject to a placement exam and/or pre-requisites.

Credits earned vary according to the policies of the students' home institutions. According to ISA policy and possible visa requirements, students must maintain full-time enrollment status, as determined by their home institutions, for the duration of the program.

Please note that some courses with locals have recommended prerequisite courses. It is the student's responsibility to consult any recommended prerequisites prior to enrolling in their course.


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