HK2_2025_305016_Quản trị dịch vụ du lịch lữ hành_N03
This course examines the principles and practices of service management within the tourism and travel industry. It focuses on the design, delivery, and improvement of tourism services through customer-oriented strategies, operational management, and experiential service design.
Students will analyze real-world tourism cases involving service quality, customer satisfaction, service recovery, tourism competition, and tourism product innovation. The course integrates theoretical frameworks such as the SERVQUAL model, service blueprinting, and revenue management, with practical applications in travel agency operations, tour management, and tourism marketing.
The course emphasizes critical thinking, strategic analysis, and real industry problem-solving.
Upon successful completion of this course, students will be able to:
1. Analyze tourism service quality using established service management frameworks.
2. Evaluate customer satisfaction and service recovery strategies in tourism operations.
3. Examine competitive dynamics within the tourism value chain.
4. Design tourism services and experiences using service system design tools.
5. Develop tourism products and experiential activities that enhance customer value.
6. Apply revenue management and service improvement strategies.
7. Critically analyze tourism industry challenges and propose strategic solutions.
Students will analyze real-world tourism cases involving service quality, customer satisfaction, service recovery, tourism competition, and tourism product innovation. The course integrates theoretical frameworks such as the SERVQUAL model, service blueprinting, and revenue management, with practical applications in travel agency operations, tour management, and tourism marketing.
The course emphasizes critical thinking, strategic analysis, and real industry problem-solving.
Upon successful completion of this course, students will be able to:
1. Analyze tourism service quality using established service management frameworks.
2. Evaluate customer satisfaction and service recovery strategies in tourism operations.
3. Examine competitive dynamics within the tourism value chain.
4. Design tourism services and experiences using service system design tools.
5. Develop tourism products and experiential activities that enhance customer value.
6. Apply revenue management and service improvement strategies.
7. Critically analyze tourism industry challenges and propose strategic solutions.