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 1. Develops and deepens his / her knowledge in the field of tourism and hotel management based on his / her undergraduate qualifications.
2. P02 2. Have knowledge about management and organization issues in the field of Tourism and Hotel Management.
3. P03 3. Has knowledge about production management and marketing in Tourism and Hotel Management.
4. P04 4. Tourism and Hotel Management, accounting and finance issues.
5. P05 5. Evaluate the concepts, ideas, data, and information in the sectoral and academic fields and solve the problems.
6. P06 6. Understands the interaction between disciplines related to tourism.
7. P07 7. Evaluate the sectoral conjuncture and make predictions about the future, determine strategic goals and targets, plan and implement them.
8. P08 8. Can prepare projects for the sector; take an active role in the programming, evaluation and execution phases.
9. P09 9. Have cognitive abilities such as attention, memory, judgment and evaluation, reasoning, problem-solving and decision making, understanding, and language production.
10. P10 10. Learn how to learn by learning from their mistakes by making solutions to the problems they face and adopt the principle of lifelong learning.
11. P11 11. Analyze the business, its competitors, the sector and the sectoral competitiveness through various graphs, matrices and tables.
12. P12 12. Knows at least one foreign language which is valid in the field of tourism management.
13. P13 13. Has sufficient knowledge about the sector and business issues such as occupational safety, worker health, social security, quality and sustainability.
14. P14 14. Has knowledge about his / her field and can transfer his / her knowledge, predictions, and thoughts orally and in writing.
15. P15 15. Can apply all stages of tourism industry-related businesses from investment decision to operate.
16. P16 16. Strategic, tactical and operational aspects of business management; comprehend local, national, international and global dimensions.

Po-Lo Matrix