Degree | Type | Year | Semester |
---|---|---|---|
2500894 Tourism | OT | 4 | 1 |
To check the language/s of instruction, you must click on "Methodolody" section of the course guide.
There are no requirements
After taking the course students will be able to know:
1. Distinguish between the concepts of production and servuction and its implications for tourism businesses.
2. Know how to manage customer participation in the creation of services
3. Know the main generators of conflict in the management of services
4.Know how to model systems able to avoid conflict
5. Know the main functions of the management systems of the customer relationship: Customer Relationship Management (CRM)
6. Model integration of CRM with the business model of the company.
7. Assess how the new technologies and multiculturalism can affect service management and customer care.
8. Modeling an organizational system capable of collecting customer information and personalize the services offered in a multicultural and technological world.
9. Know the main protocol branches and its international influence in the customer care.
10. Apply methodological instruments, reflective and critical analysis of a tourist company in relation to their performances service management and customer service.
11. Prove that has acquired communication skills verbal and written.
12. Correctly apply the computer program Power Point for exhibition discourse and argumentation.
13. Apply the basic functionality of tools related to the management and customer service.
Content
Language: English
The methodology of the course is based not only on master class methodology, but also in the participation of different speakers from the tourism industry in order to give more information about the content done in class. The subject also includes some other activities (extension work, speeches, analysis of simple daily decisions ...), with the goal to engage and provoke emotional and intellectual concerns in the students. In particular, these activities will be conducted in both team groups and individually.
Annotation: Within the schedule set by the centre or degree programme, 15 minutes of one class will be reserved for students to evaluate their lecturers and their courses or modules through questionnaires.
Title | Hours | ECTS | Learning Outcomes |
---|---|---|---|
Type: Directed | |||
Case study resolution | 32 | 1.28 | 1, 2, 3, 5, 4, 6 |
Lectures | 36 | 1.44 | 1, 2, 5, 4, 6 |
Public presentation of assigments | 32 | 1.28 | 1, 2, 3, 5, 4, 6 |
Type: Supervised | |||
Tutories | 5 | 0.2 | 1, 2, 3, 5, 4, 6 |
Type: Autonomous | |||
Case study resolution | 14 | 0.56 | 1, 2, 3, 5, 4, 6 |
Homework elaboration | 14 | 0.56 | 1, 2, 3, 5, 4, 6 |
Study | 14 | 0.56 | 1, 2, 3, 5, 4, 6 |
Continous Assessment
Three Assessment + Class assessment
Assessment 1 Name: Service report
Total weight: 20% (out of 100)
Assessment 2 Name: Service delivery plan presentation
Total weight: 25% (out of 100)
Assessment 3 Presentation
Name: Service delivery project
Total weight: 40% (out of 100)
Continuous class evaluation
The unit sessions will be assess according to student level of participation and engagement in the class activities, and once the objectives of each tutorial activity are achieved.
Total weight: 15% (out of 100)
Unic evaluation
The final exam will be composed of three parts:
Part 1: Quiz (15%)
Part 2: Short questions (40 %)
Part 3: Long questions (45%)
Re evaluation (Only for those who obtained a minimum of 3,5 in the Unic Evaluation)
The re-evaluation exam will be composed of three parts:
Part 1: Quiz (15%)
Part 2: Short questions (40 %)
Part 3: Long questions (45%)
Title | Weighting | Hours | ECTS | Learning Outcomes |
---|---|---|---|---|
Attendance and participation | 15% | 0.5 | 0.02 | 1, 2, 5, 4, 6 |
Exercises in class and at home | 45% | 1 | 0.04 | 1, 2, 3, 5, 4, 6 |
Oral Speech/Written Work | 40% | 1.5 | 0.06 | 1, 5, 4, 6 |
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