Tourism Service Management

After completion of the course the student should be able to;

Knowledge and understanding

• Demonstrate knowledge of the characteristic aspects of services regarding construction, production, marketing and delivery of a service. (1)

Skills and abilities

• Show good command of and be able to use concepts and models within the area in order to identify relevant problems, and carry out analyses on these problems. (2)
• Demonstrate competence of service management as an organizational approach being the driving force for businesses to achieve service quality. (3)

Judgment and approach

• Independently be able to critically analyse and evaluate relevant problems within service management and the tourism industry. (4)

The course is introduced with a discussion on different types of services, their characteristics and importance in society and their specific relevance for tourism.The course then focuses on the models and methods for different services regarding service development and construction, quality and quality development. Special emphasis is on aspects of importance for service marketing such as customer interaction, customer relations and internal marketing. Also the role of technology as well as the internationalisation of services will be covered

Seminars and seminar assignments, 4,5 hp
Written examination, 3 hp

Literature studies, case studiesand seminars.

The Swedish grades A–F.

The grade is based on all the assessment aspects.

Maximum of five examianions
The course replaces TR1025.