Description

The course aim is to introduce service quality and methods of improving service performance and discussing the link between service quality, tourist loyalty and profitability and challenges of delivering service quality. This course aims to develop an awareness of the underpinning theories of quality as applicable to hospitality and tourism. It shows how to evaluate critically the numerous quality management systems and techniques available within the context of the hospitality and tourism business environment from a strategic point of view.

Program

MBA

Objectives

• Upon completion of this course, students will be able to:  Define agreed terms of service quality and assess their relevance to the tourism and hospitality industry.  Explain the need for internally and externally accredited service quality systems.  Comprehend the factors utilized in the development of an appropriate quality goal  Examine the concept of quality in services, particularly tourism services.  Understand the context in which the application of tools, techniques and methods occur.  Contextualize the growing importance of service quality within recent development in the tourism industry.  Analyze trends and issues in tourism markets that have implications for service quality.  Apply total quality management.  Describe the embedding of service quality models.  Establish a conceptual framework, which reflects the different management environment for different sectors.  Recognize the importance of the need for continuous improvement, driven by the needs of tourists and other stakeholders.  Discover the advantages and limitations of tourist care concepts.  Appreciate the extent of the evolution that an organization must go through to strive toward its quality goal.