Undergraduate studies - Economics and Tourism

COURSE CODE	COURSE TITLE	ECTS
UKT3	Service Quality Management in Tourism	5

Basic info

Undergraduate

3rd

Elective

Tourism

Summer

Serbian

Course description

Service economy in modern ways of operations: Transformation from industrial to service economy; Peculiarities of tourist services (service intangibility; service variability; service inseparability; service heterogeneity; service perishability - the lack of storage; the lack of ownership)

Concept of tourist service quality: Defining tourist service quality ; Modes of quality management; Basic advantages pursuant to quality concept implementation; Quality costs; Main tourist service quality determinants; Technical and functional dimensions of tourist service quality; Attractive quality concept; Quality standards; Tourist service quality evaluation through SERQUAL model.

Tourists as a tourist service quality element: Customer role in the process of providing tourist services; Customer participation in certain phases of delivering tourist services; Designing operating system of tourist services through Blueprinting; Fulfilling various tourists' requirements as a quality element; Tourist service experience Discrepancies in tourist service qualities: Analyzing negligence in tourist service quality - Gap analysis ; Eliminating discrepancies from Gap 1-5.

Modern approaches and systems of tourist service quality management: content of TQM concept (Total Quality Management); Obstacles in TQM implementation; Basic TQMO; House of (total) quality; QFD; Role of personnel in tourism industry in TQM implementation; Kaizen; Six sigma - tourist services application; Quality awards based on TQM principles

Applying ISO 9000 and ISO 14001 standards in tourist services: Basic elements of ISO 9000 standard content; ISO 14001 environmental protection system management; Eco - management in tourism; Fields of eco-management in tourist enterprises Benchmarking in tourist services Defining the notion of benchmarking; Benchmarking types; Content and fields of applying benchmarking in tourist services Strategic approach to tourist services quality: Tourist service customization quality; Tourist service positioning strategy; Failure management - service recovery strategies Tourist services control quality: Defining and importance of control; Content and areas of control quality implementation; Tourist service quality control types; Tourist complaints management.

References

1. Maja Cosić, Upravljanje kvalitetom turističkih usluga (II edition), Visoka turistička škola strukovnih studija, Beograd 2010

Classes per week

2+1

Grading (max. points 100)