Checking date: 09/05/2022


Course: 2022/2023

Quality management of tourist services and customer attention
(17602)
Study: Bachelor in Tourism (209)


Coordinating teacher: MONTES SANCHO, MARIA JOSE

Department assigned to the subject: Department of Business Administration

Type: Compulsory
ECTS Credits: 6.0 ECTS

Course:
Semester:




Skills and learning outcomes
Description of contents: programme
1. Basic concepts of Quality 2. Models of quality management 3. Quality management tools 4. The 3Ps in tourist services 5. Customer attention in tourist services 6. Communication tools
Learning activities and methodology
The teaching method is based on lectures, team group activities and individual work. During the lectures the student will learn the necessary basic concepts. The team working will allow the student to apply the knowledge obtained during the classes to a particular issue.
Assessment System
  • % end-of-term-examination 40
  • % of continuous assessment (assigments, laboratory, practicals...) 60
Calendar of Continuous assessment
Basic Bibliography
  • Kotler, P., Bowen, J.T., & Makens, J.C.. Marketing para turismo. Pearson. 2018
  • Kotler, P., Bowen, J.T., & Makens, J.C.. Marketing para turismo. Pearson. 2018
  • Tarí Guilló, JJ; Molina Azorín, JF; Pereira Moliner, J. Gestión de la calidad en el turismo. Sintesis. 2017

The course syllabus may change due academic events or other reasons.