Checking date: 29/04/2025 11:27:20


Course: 2025/2026

Quality management of tourist services and customer attention
(17602)
Bachelor in Tourism (Study Plan 2017) (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:
Semester:




Learning Outcomes
K9: To know the principles and values of democracy and sustainable development, in particular, respect for human rights and fundamental rights, gender equality and non-discrimination, the principles of universal accessibility and climate change K10: Know basic humanistic content, oral and written expression, following ethical principles and completing a multidisciplinary training profile S8: Apply the knowledge, skills and techniques of the different disciplines associated with tourism, such as Economics, Humanities and Business Administration and Management, to the rigorous study of issues related to tourism activities, using the appropriate terminology and the scientific method S10: Use the information by interpreting relevant data avoiding plagiarism, and in accordance with the academic and professional conventions of the area of study, being able to evaluate the reliability and quality of such information S11: Demonstrate good interpersonal communication and ability to work in multidisciplinary and international teams, with skills to organize, negotiate and guide others in specific projects in their professional field C4: Plan and execute policies and business initiatives that contribute to solving complex problems in the tourism field, collecting, processing and interpreting relevant information, identifying the peculiarities of national and international markets, effectively managing available resources, and using information and communication technologies (ICT) to implement sustainable and quality practices. C6: Design and manage innovative and sustainable tourism products, services and activities, using information and communication technologies to guarantee quality processes, implement continuous improvement policies and optimise customer service, respecting the environment and promoting responsible practices.
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. The use of Artificial Intelligence tools is not allowed in this subject.
Assessment System
  • % end-of-term-examination/test 40
  • % of continuous assessment (assigments, laboratory, practicals...) 60

Calendar of Continuous assessment


Extraordinary call: regulations
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.