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Course: 2023/2024

Quality management of tourist services and customer attention

(17602)

Bachelor in Tourism (Plan: 381 - Estudio: 209)

Coordinating teacher: MONTES SANCHO, MARIA JOSE

Department assigned to the subject: Business Administration Department

Type: Compulsory

ECTS Credits: 6.0 ECTS

Course: 3º

Semester: 2º

Skills and learning outcomes

Link to document

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

The evaluation system will be the following:
- The final exam which verifies the knowledge and skills that students have acquired will represent 40% of the final grade.
- The homeworks, all supervised activities and the quizs will represent 60% of the final grade.

It is required to obtain 4 or more points in the final exam to add the grade of the continuous assessment.

% 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
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.