Tourism services have specific features and characteristics which significantly impact the management issues concerning their operations. Specifically, the provision of services requires the simultaneous presence of producers and consumers. Since the consumers get directly involved with the service production and delivery system, they become prosumers and they substantially affect the production and delivery of services. Customer involvement also increases the variability, uncertainty and heterogeneity of the service production and delivery systems, which, coupled with the intangible nature of services, introduces additional difficulties in the management, measurement and improvement of service quality and operational performance. Finally, effective service operations management should also identify and implement management policies aiming to address the implications and problems created due to the perishability of tourism services. In this vein, the aim of this module is to develop and increase students’ theoretical knowledge and practical skills on the current operational and strategic policies of tourism service operations management. The module also aims to help the students understand the fundamental principles, philosophy and methods of tourism service management with a specific focus on the current dynamically changing social, technological and economic impacts and requirements introduced by the knowledge era such as globalization, internationalization, digitisation as well as mass customization of services.
the course will address the following major topics:
After the successful completion of the course, the students should:
Teaching is enhanced with the classroom analysis and debate of case studies that aim to help students better understand and apply theories on current managerial problems and reality. The classroom instruction also includes several other pedagogical teaching and learning techniques such as team projects, video cassettes and role plays that enable students to develop and enhance the skills and competencies that would be required to demonstrate in the current business environment.