Quality Service Management in Tourism and Hospitality

Industry
Course Description: This course aims to enable the students to recognize and assess quality
management processes in a hospitality and tourism related organization and to evaluate
departmental processes and planning strategies.

Course Outline

Part I. Tourism Industry

Part II. Service Quality in Hospitality Industry

Part III. Outcomes of Service Quality

Part IV. Service Quality Theory and Management

PRELIM

Part V. Service Marketing: Definition, Features and Problem Faced in Marketing Services

Part VI. Overview of Service Marketing Mix

Part VII. People in the Marketing Mix: The 5th P of Marketing Mix

Part VIII. Relationship and Services Marketing

MIDTERM

Part IX. Service Quality and Customer Satisfaction in Hotel Industry

Part X. Impact of Gender on Customer Satisfaction in Hotel Industry

Part XI. Managing Service Failure Through Recovery

Part XII. Dealing with Service Failures in Tourism and Hospitality

SEMI FINALS

Part XIII. Empowering Service Quality

Part XIV. Cultural Differences

Part XV. Cultural Diversity in a Workplace

Part XVI. Hospitality Industry in a Multicultural Perspective

FINALS