SERVICE QUALITY MANAGEMENT IN TOURISM, HOSPITALITY AND LEISURE

Course Description

This course first examines the question of what are services and how they are related to, differ from and interact with, tangible products and their role in the global economy. After understanding the diffrence between the hospitality and manufacturing procucts the course will provide an overview of service quality management in the hospitality industry to the students. This course will also equip students with the essential knowledge and service quality skills that are required in the industry. Quality analysis and enhancement issues are emphasized in hospitality and service organizations. This course also presents an analysis of quality management in service industries with the aim of improving productivity and service delivery.

SERVICE QUALITY MANAGEMENT IN TOURISM, HOSPITALITY AND LEISURE

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

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 Hoffman, D. K., Bateson, E.G. J., Wood, H. E., and Kenyon J. A., Services Marketing Concepts, Strategies & Cases, Cengage Learning EMEA, London,2006

Learning Outcomes

1. L01 Describe the operations of successful quality tourism and hospitality firms that can be benchmarks for future management practice SOLO 3
2. L02 Examine the opportunities that information technology can have for enhancing competitiveness;in quality management SOLO 3
3. L03 Explain the organizational significance of managing the service encounter to achieve internal and external customer satisfaction through quality SOLO 4
4. L04 Describe the concepts of service quality and customer satisfaction and apply various models to measure service quality SOLO 3
5. L05 Assess the dimensions of service quality management growth and expansion both domestically and internationally in tourism and hotel industry SOLO 5

Program Outcomes

1. P01 Demonstrate comprehensive knowledge of key concepts across the breadth of effective application and use of MIS and innovative information technologies in organizations.
2. P02 Demonstrate autonomy and responsibility in managing MIS projects and improving organizational processes
3. P03 Demonstrate comprehensive understanding of appropriate enterprise frameworks, theories from the MIS to research and assess contemporary issues in the field and related allied fields and disciplines
4. P04 Apply MIS knowledge to facilitate the acquisition, development, deployment, and management of information systems
5. P05 Apply MIS knowledge to the exploitation of opportunities created by information technology innovations ensuring the alignment between MIS strategy and organizational strategy
6. P06 Demonstrate ethical reasoning in relation to crucial MIS issues such as privacy, information security, and ethical use of information
7. P07 Apply appropriate technologies and techniques to the collection and analysis of organizational and environmental data to facilitate evidence-based decision-making
8. P08 Analyse organizational data to accurately identify organizational problems and propose solutions using MIS
9. P09 Apply effective communication skills consistent with the professional environment
10. P10 Apply effective collaboration skills consistent with the professional environment

Po-Lo Matrix