Degree | Type | Year |
---|---|---|
2500894 Tourism | OT | 4 |
You can view this information at the end of this document.
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
Title | Hours | ECTS | Learning Outcomes |
---|---|---|---|
Type: Directed | |||
Case study resolution | 32 | 1.28 | 1, 2, 3, 4, 5, 6 |
Lectures | 36 | 1.44 | 1, 2, 4, 5, 6 |
Public presentation of assigments | 32 | 1.28 | 1, 2, 3, 4, 5, 6 |
Type: Supervised | |||
Tutories | 5 | 0.2 | 1, 2, 3, 4, 5, 6 |
Type: Autonomous | |||
Case study resolution | 14 | 0.56 | 1, 2, 3, 4, 5, 6 |
Homework elaboration | 14 | 0.56 | 1, 2, 3, 4, 5, 6 |
Study | 14 | 0.56 | 1, 2, 3, 4, 5, 6 |
The teaching methodology is based on continuous evaluation, combining theoretical content, practical in-class activities, research and analysis, presentations and reports. Assistance and participation in class during the semester will also be assessed.
Unit structure
Each session will be composed of:
Guest speakers
1 to 2 guest speakers’ experts in the field, from the industry and/or the public administration.
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 | Weighting | Hours | ECTS | Learning Outcomes |
---|---|---|---|---|
Assessment 1 (group): Service report | 20% | 1 | 0.04 | 1, 2, 3, 4, 5, 6 |
Assessment 2 (grup): Service delivery plan presentation | 25% | 1.5 | 0.06 | 1, 4, 5, 6 |
Assessment 3 (group): Service delivery project | 40% | 0 | 0 | 1, 2, 3, 4, 5, 6 |
Attendance and participation | 15% | 0.5 | 0.02 | 1, 2, 4, 5, 6 |
The evaluation of this unit is continuous and is composed of three assessments of the same project (in small groups), and the participation and assistance in class.
To pass the continuous evaluation, students need to reach a minimum of 3.5 out of 10 in each of the three assessments. Otherwise, students will have to do the final evaluation at the end of the semester.
Final evaluation
The final evaluation will be composed of three parts:
Part 1: Quiz (15%)
Part 2: Short questions (30 %)
Part 3: Long questions (50%)
Re evaluation
The re-evaluation will be composed of three parts:
Part 1: Quiz (15%)
Part 2: Short questions (30 %)
Part 3: Long questions (50%)
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There isn't.
Name | Group | Language | Semester | Turn |
---|---|---|---|---|
(TE) Theory | 1 | English | first semester | morning-mixed |
(TE) Theory | 2 | English | first semester | morning-mixed |