Course

code	TM437
credit_hours	3
title	Destination Service Quality
arbic title
prequisites	None
credit hours	3
Description/Outcomes	The course aim to explore how service quality could be used to achieve competitive advantage in the tourist destination.
arabic Description/Outcomes
objectives	• Define agreed terms of service quality and assess their relevance to the tourism industry.rn• Explain the need for internally and externally accredited service quality systems. rn• Apply total quality management.rn• Describe the embedding of service quality models.
arabic objectives
ref. books	Tourism SMES, Service Quality and Destination Competitiveness, E. Jones and C Haven, 2005, CABI
arabic ref. books
textbook	Service Quality Management in Hospitality, Tourism, and Leisure, by Jay Kandampully, Connie Mok, Beverley A. Sparks, Publisher: Haworth Press (2001)rn
arabic textbook
objective set	bullets
content set	combined

Course Content

content serial	Description
1	Understanding Quality in Leisure and Tourism (The Leisure and Tourism Product)
2	Understanding Quality in Leisure and Tourism (Quality as a Goal)
3	Understanding Quality in Leisure and Tourism (The Consumer)
4	Understanding Quality in Leisure and Tourism (Concepts of Quality in Tourism)
5	Understanding Quality in Leisure and Tourism (Customer Satisfaction)
6	Understanding Quality in Leisure and Tourism (The Leisure and Tourism Experience)
7	7th week exam
8	Designing Quality (Characteristics of Service) / field trip
9	Designing Quality (Capacity Management and Organizational performance)
10	Achieving or Delivering Quality (Quality and Culture Change)
11	Achieving or Delivering Quality (Quality Management Systems)
12	Term paper presentation
13	Achieving or Delivering Quality (Quality Management Tools and Techniques)
14	Achieving or Delivering Quality( Measurement of Quality)
15	Achieving or Delivering Quality (Quality and Human Resource Management)
16	Revision + Final Exam