RLS 2601 Quality and Quality Management in Tourist Industry - RE-SIT EXAMINATION

APPLIES TO ACADEMIC YEAR 2012/2013

RLS 2601 Quality and Quality Management in Tourist Industry - RE-SIT EXAMINATION

Responsible for the course
Georg Kamfjord

Department
Department of Innovation and Economic Organisation

Term
According to study plan

ECTS Credits
6

Language of instruction
Norwegian

Introduction

    Objective
    In a marketplace getting steadily more competitive, quality is increasingly more important for the tourism industry. The course objective is develop understanding for quality and quality management in tourism from a practical and operative perspective

    Prerequisites
    Knowledge in Service marketing equivalent to MRK 2302 Service marketing and customer loyalty

    Compulsory reading
    Books:
    Mossberg, Lena. 2007. Å skape opplevelser : fra OK til WOW!. Bergen : Fagbokforlaget
    Williams, Christine and John Buswell. 2003. Service quality in leisure and tourism. Wallingford : CABI Publishing

    Collection of articles:
    Mossberg, Lena. 2007. Kvalitetsledelse i reiselivet. Artikkelsamling. Oslo: Handelshøyskolen BI

    Recommended reading
    Books:
    Troye, Sigurd Villads. 1996. Markedsorientering av servicebedrifter : med fokus på reiselivet. Oslo: TANO
    Zeithaml, Valerie A., Mary Jo Bitner and Dwayne D. Gremler. 2009. Services marketing : integrating customer focus across the firm. 5th ed. New York : McGraw-Hill/Irwin

    Course outline
    • Introduction to quality and quality management
    • Quality as part of the business culture
    • Methods for measuring quality
    • Quality in organisation and operation
    • Implementation of a quality management system

    Computer-based tools
    .

    Course structure
    The course duration is 36 hours of teaching including classroom teaching, case and group assignment work and classroom discussions


    Examination
    Individuall or group assignment accounts for 30% and a 3-hour individual written examination accounts for 70% to complete the course.

    Examination code(s)
    RLS 26011,individuall or group assignment which accounts for 30 % of the grade in RLS 2601, 6 credits.
    RLS 26012, 3-hour written exam which accounts for 70 % of the grade in RLS 2601, 6 credits.

    Examination support materials
    Group assignment: all aids are allowed
    Written exam: no aids are allowed.

    Re-sit examination
    This course was lectured for the last time in the fall semester 2010. A re-sit exam will be offered every term from autumn 2011 even spring 2013.

    Additional information

    Semesters

    Translations