RLS 2601 Quality and Quality Management in Tourist Industry - RE-SIT EXAMINATION
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APPLIES TO ACADEMIC YEAR 2012/2013
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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
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 |
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