Specialized studies - Tour Operations Management

COURSE CODE	COURSE TITLE	ECTS
PZP2	Consumer behaviour and protection in tourism	6

Basic info

Specialized

Elective

Tour Operations Management

Summer

Serbian and English

Course description

Strategical and operational definition, categories and types of consumers in Tourism, as well as models of behaviour in tourism. Consumer and client surveys in tourism. Psychological research of consumers in tourism. Value creation and customer satisfaction. Customer loyalty and tour operator's data base. Customer relation marketing. Security in tourism. Legal framework in the EU regarding consumer protection in tourism. Consumer protection in tourism in the Serbian jurisdiciton. Socially sustainable tourism management. Case studies in consumer behaviour and protection, psychological research of consumers in tourism.

References

1. R. Živković (2011) Ponašanje i zaštita potrošača u turizmu, Singidunum Beograd
2. B. Maričić (2010) Ponašanje potrošača, Ekonomski fakultet Beograd
3. P. Kotler (2005) Marketing for Hospitality and Tourism, Prentice Hall International

Classes per week

2+3

Grading (max. points 100)