Service & Quality Management

Studiengang

Bachelorstudiengang Unternehmensführung, Tourismus- & Freizeitwirtschaft

Kennzahl der Lehrveranstaltung

TOU-TSLB-3-TNH-DQM-ILV

Anzahl der zugewiesenen ECTS-Credits

Name des/der Vortragenden

Magnini Vincent, PhD

Art der Veranstaltung

face-to-face

empfohlene optionale Programmeinheiten

Derzeit nur in Englisch verfügbar
none

empfohlene Fachliteratur

Derzeit nur in Englisch verfügbar
Han, S., & Anderson, C. K. (2020). Customer motivation and response bias in online reviews. Cornell Hospitality Quarterly, 61(2), 142-153.

Magnini, V. P., & Zehrer, A. (2021). Subconscious influences on perceived cleanliness in hospitality settings. International Journal of Hospitality Management, 94, 102761.

Martin-Fuentes, E., Mateu, C., & Fernandez, C. (2020). The more the merrier? Number of reviews versus score on TripAdvisor and Booking. com. International Journal of Hospitality & Tourism Administration, 21(1), 1-14.

Orea-Giner, A., Fuentes-Moraleda, L., Villacé-Molinero, T., Muñoz-Mazón, A., & Calero-Sanz, J. (2022). Does the implementation of robots in hotels influence the overall TripAdvisor rating? A text mining analysis from the industry 5.0 approach. Tourism Management, 93, 104586.

Pacheco, N. A., Pizzutti, C., Basso, K., & Van Vaerenbergh, Y. (2019). Trust recovery tactics after double deviation: better sooner than later?. Journal of Service Management, 30(1), 2-22.

Pizam, A., Tasci, A. D. (2019). Experienscape: expanding the concept of servicescape with a multi-stakeholder and multi-disciplinary approach (invited paper for ‘luminaries' special issue of International Journal of Hospitality Management). International Journal of Hospitality Management, 76, 25-37.

Vos, M. C., Sauren, J., Knoop, O., Galetzka, M., Mobach, M. P., & Pruyn, A. T. (2019). Into the light: effects of the presence of cleaning staff on customer experience. Facilities.

Wang, Y., & Chaudhry, A. (2018). When and how managers' responses to online reviews affect subsequent reviews. Journal of Marketing Research, 55(2), 163-177.

Yang, Y., Nieto García, M., Viglia, G., & Nicolau, J. L. (2022). Competitors or complements: A meta-analysis of the effect of Airbnb on hotel performance. Journal of Travel Research, 61(7), 1508-1527.

Prüfungsmethode

Homework

Niveau der Lehrveranstaltung laut Lehrplan

Bachelor

Studienjahr

Fall 2025

Semester in dem die Lehrveranstaltung angeboten wird

Unterrichtssprache

English

Lernergebnisse der Lehrveranstaltung

Derzeit nur in Englisch verfügbar
Students acquire knowledge about the development, the most common approaches and models including instruments of service and quality management. They learn to understand how essential the implementation of a quality management system is for the successful management of a tourism company. They will gain first insights into the role of the employee factor in connection with the quality management of a service company. In addition, they deal independently with current quality issues in tourism and learn to apply quality management instruments.

Lehr- und Lernformen

Derzeit nur in Englisch verfügbar
The course comprises an interactive mix of lectures, discussions and individual and group work.

Praktikum

none

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