Saturday, 07 December 2013 17:35

Services Management in tourism and hospitality

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Additional Info

  • Type of Module/Course: Elective Module
  • Level of Module / Course: Postgraduate Course
  • Year of Study: 1st
  • Semester: Winter Semester
  • Number of credits allocated: 3
  • Number of teaching units: 3
  • Name of lecturer / lecturers: Marianna Sigala
  • Content outline:

    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:

    • understanding of tourism services and experiences
    • understanding of tourist behavior and role in co-creation of tourism services - experiences
    • tourism servicescape management
    • managing capacity and demand: yield management
    • management of human resources in tourism services
    • developing new services and tourism experiences
  • Learning outcomes:

    After the successful completion of the course, the students should:

    • understand the special features of tourism services and explain their implications in managing tourism firms
    • possess the knowledge and the skills to design and manage a tourism service operating system and process
    • be able to explain the role and importance of customers in the service provision process and be able to develop effective strategies for managing customers' contributions and behavior in tourism services
    • possess the knowledge and the skills to develop new services and support innovation in tourism services management
    • be able to understand and foresee the impact of new technologies on tourism service management and develop effective strategies for exploiting and integrating new technologies in tourism service management
    • understand the role and the importance of effective human resource management in the management of services
  • Prerequisites:


  • Module Contents (Syllabus):


  • Recommended Reading:
    a) Basic Textbooks:
    • Fitzsimmons, J. and Fitzsimmons, M. (2010) Service Management: operations, strategy and information technology. McGraw Hill International Editions, NY
    • Kamdapully, J. (2006). Service Management. Prentice Hall
    • Ingold, A., McMahon, U. and Yeoman, I. (2000). Yield Management: strategies for the service sector. Continuum: NY
         b) Additional References:
    • Rust, R. and Kannan, P. (2002). E-Service: New directions in theory and practice. M.E. Sharpe: NY
    • Lovelock, C. & Wirtz, J. (2006). Services Marketing, Prentice hall
    • Dwayne Gremler, Mary Jo Bitner, Valarie A. Zeithaml (2012). Services Marketing. McGraw Hill
    • Normann, R. (2002). Service Management: strategy and leadership in service business. Wiley: London
    • Heineke, D. (2003). Managing services: using technology to create value. McGraw Hill: NY
    • Voss, C., Armistead, C., Johnston, B. and Morris, B. (1985). Operations Management in Service industries and the public sector. Wiley: NY
    • Looy, B., Gemmel, P. and Dierdonck, R. (2003). Services management: an integrated approach. Prentice Hall: London
  • Learning activities and Teaching Methods:

    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.

  • Assessment/Grading Methods:
    • exams 70%
    • team project 30%
  • Language of Instruction: Greek
  • Mode of delivery: Face to face
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