Service Experience Management, Post-Baccalaureate Certificate

About the Certificate

This online and residential graduate certificate meets the evolving demands of the global service economy by equipping professionals with high-level expertise in consumer psychology, digital marketing, and experience innovation. The certificate serves as a critical bridge within the School of Hospitality and Tourism Management for professional development, strategically aligned to complement existing graduate curricula. Credits earned can be fully applied toward the Master of Science in Hospitality and Tourism Management or Consumer Science, allowing students to stack their credentials and accelerate their progress toward a full advanced degree.

Certificate Requirements

9 Credits Required

Program Learning Outcomes

Students will:

• Develop and apply a service excellence mindset to optimize service strategies, systems, and processes for organizational success.
• Design and implement integrated marketing communications (IMC) strategies that build customer awareness, shape expectations, foster loyalty, and leverage digital and AI-driven tools.
• Apply design-thinking approaches to service experience management, including customer journey mapping, service blueprinting, and innovation in service delivery.
• Manage the interplay of service culture, customer relationships, and brand positioning to achieve sustained competitive advantage in service industries.
• Integrate theoretical knowledge and practical applications to create differentiated, customer-centric service experiences across diverse contexts.

GPA Requirements

A minimum grade of B- of each course to achieve the final certificate.

Graduate Programs Disclaimer

• The student is ultimately responsible for knowing and completing all degree requirements. Students should consult with their advisor/department for more information.
• Not all graduate programs may be actively recruiting students and course modality availability may vary. 
• Please refer to the Explore Graduate Programs website for a list of currently available graduate programs.
• Transfer credit policy: Credits earned for graduate study at other universities (both domestic and international) may be applied toward an advanced degree. Only credit hours associated with graduate courses for which grades of B- or better were obtained will be eligible for transfer. Any additional conditions under which credit transfers may be made are determined by the various departments.
• Comparative information about Purdue University and other U.S. educational institutions is also available through the College Navigator tool, provided by the National Center for Education Statistics, and through the U.S. Department of Education College Scorecard.