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 1. Students will be able to adopt theoretical and practical knowledge in a challenging work environment.
2. P02 2. Students will be able to guide teamwork in intercultural and various international working environments.
3. P03 3. Students will be able to obtain the communicative, conceptual and analytical skills necessary for conflict environments.
4. P04 4. Students will be able to recognize the importance of basic competence to create a competitive advantage and achieve a success on a global scale.
5. P05 5. Students will be able to integrate ethical and social responsible practices that are environmentally friendly and applicable both in business and personal life.
6. P06 6. Students will be able to raise awareness about continuous improvement to increase business performance in professional life.
7. P07 7. Students will be able to adopt and apply critical and strategic thinking together with research capabilities for organizational decisions.
8. P08 8. Students will be able to use and manage the information technologies required for the contemporary business world.
9. P09 9. Students will be able to have a knowledge of, at least, one foreign language at basic level in addition to English.
10. P10 10. Students will be able to acquire effective teamwork skills.

Po-Lo Matrix