Management of Accessible Tourism Services (5 cr)

Evaluation scale

0-5

Content scheduling

At the beginning of the course, you will be oriented to the course and begin independent study, as well as participate in webinars to acquire theoretical knowledge. Between webinars, you will conduct a step-by-step accessibility analysis of a tourism company. In each webinar of the course, you will receive the instructions for the next phase of your analysis assignment in which you will take the analysis further and apply the theory to practice.

Objective

The purpose of this course is to deepen your understanding in accessible tourism. You will learn how accessibility is implemented in customer service, tourism production processes, product development and human resources management. After this course you understand the importance of service and attitude culture in managing accessible services and service production and know different methods to assess accessibility in physical environment.

Competences:
Tourism business, Ethics, Sustainable development

Learning outcomes:
You identify how accessibility can be taken into account both in customer service, production processes, product development and human resources management. You understand the importance of service and attitude culture in managing accessible services and service production. You recognize methods to assess physical accessibility.
You are able to utilise your understanding of accessibility in the development and management of the accessible tourism services.

Content

Service processes and accessibility
Accessible service and attitude culture
Development of accessible services
Accessibility assessment
Management of accessible tourism services

Location and time

When the course starts, Moodle e-learning workspace will open and pre-assignment will be published. There are five webinars on Zoom during this course and in between the webinars students study independently according to the instructions given by the teacher. The course ends on 20th May 2026.

Materials

Jamin, A., Gbadamosi, G., Stoyanova-Bozhkova, S. 2024. The ecosystem of disability inclusion in hospitality and tourism organisations: an integrative review and research agenda.
International Journal of Contemporary Hospitality Management. ISSN: 0959-6119

Teaching methods

This course is an online course, and requires participation in webinars, independent study skills, completion of assignments (pre-assignment and accessibility analysis of the chosen tourism company), discussion and presentation of results, and assessment of own learning.

To participate in webinars, you need a functional camera, headphones and microphone.

Employer connections

During this course, you will execute an independent analysis assignment to the tourism company that you haven been chosen. Visiting lecturers and cases from the industry sharing their experiences from the theme.

Exam schedules

There is no exam in the course.

International connections

International aspect is accommodated to this implementation using also international examples and material of accessible tourism.

Student workload

Orientation into the course (5 hours): Familiarizing yourself with learning objectives, contents, assignments; organizing your time and the own goals for learning; pre-assignment.

Theoretical knowledge (60 hours): You will attend to the webinars of this course, that will take completely 10 hours (2h x 5) and in addition you will study materials independently 50 hours.

Practical learning (50 hours): You will get to know your chosen tourism company and analyze its accessibility from the perspectives of service production and processes, service culture, quality, and management. In the analysis task, you will link theoretical knowledge to practice and present your findings to your fellow students.

Self-assessment (20 hours): You will write the learning diary during this course and based on that assess your learnings.

Assessment criteria, satisfactory (1)

Sufficient 1: You identify how accessibility can be taken into account both in customer service, production processes, product development and human resources management. You understand the importance of service and attitude culture in managing accessible services and service production. You recognize methods to assess physical accessibility.
You are able to utilise your understanding of accessibility in the development and management of the accessible tourism services.

Satisfactory 2: You understand how accessibility can be taken into account both in customer service, production processes, product development and human resources management. You can explain the importance of service and attitude culture in managing accessible services and service production. You categorize methods to assess physical accessibility. You are able to utilise your understanding of accessibility in the development and management of the accessible tourism services.

Assessment criteria, good (3)

Good 3: You find solutions how accessibility can be taken into account both in customer service, production processes, product development and human resources management. You can explain the importance of service and attitude culture in managing accessible services and service production. You demonstrate methods to assess physical accessibility. You use your understanding of accessibility in the development and management of the accessible tourism services.

Very Good 4: You can compare different solutions to improve accessibility in customer service, production processes, product development and human resources management. You can explain the importance of service and attitude culture in managing accessible services and service production. You demonstrate methods to assess physical accessibility. You apply your understanding of accessibility in the development and management of the accessible tourism services.

Assessment criteria, excellent (5)

Excellent 5: You can critically analyze different solutions to improve accessibility in customer service, production processes, product development and human resources management. You apply the importance of service and attitude culture in managing accessible services and service production. You demonstrate methods to assess physical accessibility. You apply your understanding of accessibility in the development and management of the accessible tourism services.

Qualifications

The student understands the concepts related to accessible tourism. He/she recognizes the special characteristics and needs of the customers in accessible services.

Further information

The teacher of this course will evaluate the assignments of the course, based on course evaluation criteria, and you will evaluate your own learning during the course. For passing the course you need to pass all the required assignments.

Studying in this course requires that you complete and pass the pre-assignment in three weeks from the start of the course.