SERVICE QUALITY MANAGEMENT IN TOURSIM INDUSTRY

Course Description

Quality is regarded as a vital component of every organization and will continue to remain important for improving organizational performance and achieving competitive advantage in a firm’s industry be it a service or a manufacturing organization. Therefore, the focus of this course will be to expose the students with the contemporary quality management principles, practices and tools to help enhance their skills and abilities to identify, analyze and understand the impacts of quality management systems in any organization. Students should be able to: 1. Understand varying quality definitions and philosophies. 2. Explain different quality management methodologies, including design for Six-Sigma. 3. Apply quality management techniques to reduce variation and improve quality, processes, systems, products and services.

SERVICE QUALITY MANAGEMENT IN TOURSIM INDUSTRY

Evaluation Tools (Active Term)

No evaluation items have been defined.

Course outcomes

1. 01 Describe the operations of successful quality tourism and hospitality firms that can be benchmarks for future management practice
2. 02 Examine the opportunities that information technology can have for enhancing competitiveness;in quality management
3. 03 Explain the organizational significance of managing the service encounter to achieve internal and external customer satisfaction through quality
4. 04 Describe the concepts of service quality and customer satisfaction and apply various models to measure service qualit
5. 05 Assess the dimensions of service quality management growth and expansion both domestically and internationally in toursim and hotel industry
6. 06 Assess Total Quality Management Dimensions
7. 07 Evaluate measurements of diverse service quality measures

Course Syllabus

Reference Books & Course Materials

1. 01 Mauch, Peter D. (2010). Quality management : theory and applications. CRC Press.
2. 02 Kandampully, J., Mok, C., and Sparks, B., (Eds.). Service Quality Management in Hospitality, Tourism, and Leisure, Routledge Publising, New York, 2010.
3. 03 Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton. Managing Quality Service in Hospitality

Learning Outcomes

1. L01 The students will be able to demonstrate important differences between making products and serving guest. SOLO 4
2. L02 The students will be able to discuss the importance of guest experience. SOLO 5
3. L03 The students will be able to explain the basic of how organizations plan and design the guest experience. SOLO 3
4. L04 The students will be able to describe the quantitative and qualitative tools used for forecasting in the hospitality environment. SOLO 3
5. L05 The students will be able to assess the importance and value of product and service branding. SOLO 5
6. L06 The students will be able to evaluate the importance of including the key drivers of guest satisfaction in the planning process. SOLO 5
7. L07 Students will be able to analyze various articles conducted in service industry and describe the steps of a scientific research (i.e. abstract, introduction, literature review, methodology, findings and recommendation, conclusion). SOLO 5

Program Outcomes

1. P01 PO1 Been able to demonstrate their learned skills and knowledge regarding business related issues and research which they can use continuously in their personal and business life.
2. P02 PO2 Obtained theoretical and practical information from the courses that allowed students to learn and work independently.
3. P03 PO3 Been ensured that they learnt by increasing their level of knowledge and skills which are necessary in their field.
4. P04 PO4 Increased their creativity and analytical thinking and developed crucial skills which are needed to be applied both in their studies, research, and future careers.
5. P05 PO5 Adopted and implemented ethical principles and moral values regarding the use of technology in their studies and professional lives by creating an awareness on using the technological imperatives.
6. P06 PO6 Designed their theoretical and practical knowledge in a way that they could make use of in a collaborative usage and various working contexts.
7. P07 PO7 Enrolled in intercultural or international projects which could provide opportunities to develop their skills and implement them successfully in their studies, research and future careers.
8. P08 PO8 Improved their communication skills successfully and been able to implement them in various international education, research and work context by increasing their social capital.
9. P09 PO9 Been able to implement their learnt knowledge and research skills into practice through scenarios, case studies, empirical articles and real-life observations.
10. P10 PO10 Created awareness and developed ethical undertaking by incorporating the learnt theories with environmental approaches to be further implemented into their research and careers.

Po-Lo Matrix