Service & Quality Management

Department

Bachelor's program Entrepreneurship, Tourism & Leisure Business

Course unit code

TOU-TSLB-3-TNH-DQM-ILV

Number of ECTS credits allocated

Name of lecturer(s)

Magnini Vincent, PhD

Mode of delivery

face-to-face

Recommended optional program components

none

Recommended or required reading

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

Magnini, V. P., Rumbaugh, E. G., Quendler, E., & Boley, B. B. (2025). State of Incentivizing property-level environmental sustainability in the US hotel industry. International Journal of Hospitality Management, 126, 104109.

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.

Sun, H., Kim, M., Kim, S., & Choi, L. (2025). A methodological exploration of generative artificial intelligence (AI) for efficient qualitative analysis on hotel guests' delightful experiences. International Journal of Hospitality Management, 124, 103974.

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., Lin, M. S., & Magnini, V. P. (2024). Do guests care more about hotel cleanliness during COVID-19? Understanding factors associated with cleanliness importance of hotel guests. International Journal of Contemporary Hospitality Management, 36(1), 239-258.

Assessment methods and criteria

Homework

Additional information about examination modalities

Please always refer to the current version of the examination schedule on Sakai for specifications and requirements

Level of course unit

Bachelor

Year of study

Fall 2026

Semester when the course unit is delivered

Language of instruction

English

Learning outcomes of the course unit

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.

Planned learning activities and teaching methods

The course comprises an interactive mix of lectures, discussions and individual and group work.

Work placement(s)

none

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