Examines tourism and hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common throughout tourism related organisations; the provision of services in the tourism and hospitality industries rather than transfer of goods; and the management of service quality in tourism and hospitality organisations.
This unit contains six topics:
- Service, quality and operations management
- Productivity management
- Capacity management
- Consumer interaction
- Organisational interaction
- Quality management.
Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.
Learning outcomes and graduate attributes
|On completion of this unit, students should be able to:||GA1||GA2||GA3||GA4||GA5||GA6||GA7|
|1||identify and evaluate the issues involved in successful production and capacity management in service organisations||Knowledge of a discipline|
|2||Identify, evaluate and critically discuss the benefits, challenges and implications of effective operations management in tourism and hospitality industries||Knowledge of a discipline||Communication and social skills||Cultural competence|
|3||analyse and evaluate service quality in a hospitality/tourism industry workplace||Knowledge of a discipline|
|4||critically discuss the diversity of operational management issues common in tourism and hospitality industries.||Knowledge of a discipline||Communication and social skills||Cultural competence|
- Lovelock, C, Patterson, P & Wirtz, J, 2014, Services Marketing – An Asia-Pacific and Australian Perspective, 6th edn, Pearson Australia, Frenchs Forest. ISBN: 9781486002702.
Teaching and assessment
Melbourne - The Hotel School
|Lecture online 1 hour (12 weeks)|
|Exam: closed book||40%|
Sydney - The Hotel School
Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.
Commencing 2017 Commonwealth Supported only. Student contribution band: 3
Please check the international course and fee list to determine the relevant fees.