Tourism Service Management (5 cr)

Objective

This course explores the different aspects of service management within the context of the service system. You learn the core content of service processes, quality, and service culture. You understand how to analyze and measure services as part of successful customer-oriented service development.

Competences
Learning to learn, Proactive development, Tourism business competence

Learning objectives
You understand the service system model and customer’s role in service operations.
You recognize factors affecting service quality and know how to measure it.
You understand the role of service culture and how to manage it.
You can visualize service processes and identify the critical points in service operations.

Content

- Service system model
- Service process
- Service culture
- Service quality and measurement

Materials

Johnston R., Clark G., Shulver M. 2021. Service Operations Management. Pearsons Educational Ltd. (e-book available)
Other learning material available in Moodle learning platform

Teaching methods

Face-to-face implementation, including:
Lectures
Individual assignments
Group assignments
In-class case studies, company visits
Guest speeches/lectures by business practitioners

Employer connections

Guest speakers
Company visits
Case examples from the field

Exam schedules

Exam and two retake opportunities if the exam is failed

Completion alternatives

You have the right to apply for recognition of your studies if you have prior learning (e.g. university studies completed elsewhere) that can be accredited towards the degree you are currently completing.

The recognition of prior learning is possible in three primary ways: accreditation (replacement or inclusion), recognition of informal learning and studification. More precise info: JAMK Degree Regulations, section 17.

Student workload

One credit corresponds to an average of 27 hours of work, which means that the load of five credits is approximately 135 hours.
Lectures 40 h
Individual and group assignments 55 h
Exam and studying of literature 40 h

Assessment criteria, satisfactory (1)

1 (Sufficient)
You understand the service system model and customer’s role in service operations. You recognize some factors affecting service quality and know how to measure it. You understand the role of service culture in tourism and hospitality companies. You can visualize service processes. You take responsibility for your own actions and take others into account. Working within given deadlines requires development.

2 (Satisfactory)
You define some parts of service system model. You explain multiple factors affecting service quality and know how to measure them. You understand the role of service culture and how to manage it in tourism and hospitality companies. You can visualize service processes and identify critical points in service operations. You take responsibility for your own actions and share your learning with others. Working within given deadlines requires improvement.

Assessment criteria, good (3)

3 (Good)
You explain the different parts of service system model. You can demonstrate multiple factors affecting service quality and know how to measure them. You understand the role of service culture and how to manage it in tourism and hospitality companies. You can visualize service processes and define critical points in service operations. You take responsibility for your own actions and share your learning with others. You are able to work within given deadlines.

4 (Very Good)
You can analyze the different parts of service system model. You can evaluate multiple factors affecting service quality and apply knowledge to measure them. You can define the role of service culture and how to manage it in tourism and hospitality companies. You can visualize service processes and analyze the critical points in service operations. You take responsibility for your own actions and share your learning with others. You work responsibly within given deadlines.

Assessment criteria, excellent (5)

5 (Excellent)
You can evaluate different parts of service system model. You can criticize multiple perspectives in service quality and measurement methods. You can analyze the role of service culture and how to manage it in tourism and hospitality companies. You can visualize service processes, analyze and develop them in service operations. You take responsibility for your own actions, share your learning with others and critically reflect what you have learned. You work responsibly within given deadlines.

Qualifications

Basics of service business and services marketing, basics of responsible tourism

Further information

You must confirm your attendance on this course by attending the first lecture.
Usage of Artificial Intelligence in your learning assignments must follow Jamk guidelines and ethical principles.

Course assessment is based on the learning objectives and assessment criteria.
Self and peer assessment included.