Checking date: 08/05/2020

Course: 2019/2020

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

Coordinating teacher: ALVAREZ GIL, MARIA JOSEFA

Department assigned to the subject: Department of Business Administration

Type: Compulsory
ECTS Credits: 6.0 ECTS


Competences and skills that will be acquired and learning results. Further information on this link
The competences are the following: CG1: Possess and understand the fundamental knowledge of matters related to tourism in the different scientific disciplines, their epistemological evolution and the relationship of each one with the other scientific disciplines that deal with it, based on the knowledge acquired in secondary education and up to a level that guarantees knowledge of the avant-garde in the study of tourism activities. CE9: Know and know how to apply the models and techniques associated with the Economy and the Direction and Administration of Tourism Companies and the different integrated disciplines. CE13: Learn to collect, process, analyze and interpret information and deal with knowledge of the peculiarities of the tourism market (national or international) to which it directs the activity, appropriately managing resources and using information and communication technologies (ICT ) to implement practices with quality and in a sustainable manner. CE15: Be able to design products, services and tourism activities, and make use of information and communication technologies for the design and analysis of tourism products and processes, and implement with quality, implementing policies for continuous improvement and human resources that ensure user satisfaction and good customer service with respect for the environment, making use of the most appropriate technologies. The learning outcomes are the following: LO1: Haber has acquired advanced knowledge and an understanding of the theoretical and practical aspects of the disciplines of the disciplines of the study with the knowledge that reaches the forefront of knowledge LO2: Apply the knowledge acquired, the understanding of these and the ability to solve complex problems and / or in the professional field RA4: Be able to cope with complex situations or require the development of new solutions in the academic, work or professional field within their field of study;
Description of contents: programme
1. Basic concepts of Quality 2. Models of quality management 3. Quality management tools 4. The 3Ps in tourist services
Learning activities and methodology
The knowledge, skills and attitudes will be acquired by students through lectures, exercises and supervised activities. The lectures and exercises help to the students to develop knowledge and skills necessary to undertake the exercises as well as the supervised activities. The homeworks assigment will be established in the schedule and it could be teamwork as well as individual. Supervised activities will be developed by team and they will delivery on a specific date in the schedule.
Assessment System
  • % end-of-term-examination 40
  • % of continuous assessment (assigments, laboratory, practicals...) 60
Basic Bibliography
  • Tarí Guilló, JJ; Molina Azorín, JF; Pereira Moliner, J. Gestión de la calidad en el turismo. Sintesis. 2017

The course syllabus and the academic weekly planning may change due academic events or other reasons.