TUR672 - SERVICE OPERATIONS MANAGEMENT IN TOURISM
| Course Name | Code | Semester | Theory (hours/week) |
Application (hours/week) |
Credit | ECTS |
|---|---|---|---|---|---|---|
| SERVICE OPERATIONS MANAGEMENT IN TOURISM | TUR672 | 2nd Semester | 3 | 0 | 3 | 6 |
| Prequisites | ||||||
| Course language | Turkish | |||||
| Course type | Elective | |||||
| Mode of Delivery | Face-to-Face | |||||
| Learning and teaching strategies | Lecture Discussion Preparing and/or Presenting Reports Problem Solving | |||||
| Instructor (s) | Asst. Prof. Hatice ÇALIPINAR | |||||
| Course objective | The main purpose of the course is to - develop an understanding of the key principles of service operations management, - understand the inter-relationship of operations management, marketing and HRM within the multifunctional subject of services management in tourism, - understand the service strategy, design, quality, supplier relationship, productivity, and inventory in tourism enterprises, - apply service operations management theory to examples of practice in tourism. | |||||
| Learning outcomes |
| |||||
| Course Content | - Overview of the Management of Service Operations - Service Strategy in Tourism - Customer and Supplier Relationship in Tourism - Technology and Its Impact in Tourism Industry - Service Design in Tourism Enterprises - Layout for Service Operations in Tourism - Service Quality and Continuous Improvement in Tourism Enterprises - Evaluation and Performance Measurement and Service Improvement in Tourism Enterprises - Inventory Systems for Service Operations in Tourism - Project presentation - Reviews of scientific papers | |||||
| References | - Fitzsimmons, J & Fitzsimmons, M; Service Management: Operations, Strategy, Information Technology, 5th Ed., McGraw Hill Singapore, 2006. - Williams, C.; Service Quality in Leisure and Tourism, CABI Publishing, 2003. - Haksever, C., Barry Render, Roberta S. Russell & Robert G. Murdick; Service Management and Operations, 2/E, Prentice Hall, 2000. | |||||
Course outline weekly
| Weeks | Topics |
|---|---|
| Week 1 | Introduction |
| Week 2 | Overview of the Management of Service Operations |
| Week 3 | Service Strategy in Tourism |
| Week 4 | Customer and Supplier Relationship in Tourism |
| Week 5 | Technology and Its Impact in Tourism Industry |
| Week 6 | Service Design in Tourism Enterprises |
| Week 7 | Layout for Service Operations in Tourism |
| Week 8 | Service Quality and Continuous Improvement in Tourism Enterprises |
| Week 9 | Evaluation and Performance Measurement and Service Improvement in Tourism Enterprises |
| Week 10 | Inventory Systems for Service Operations in Tourism |
| Week 11 | Project presentation |
| Week 12 | Project presentation |
| Week 13 | Project presentation |
| Week 14 | Reviews of scientific papers |
| Week 15 | Reviews of scientific papers |
| Week 16 | Final exam |
Assesment methods
| Course activities | Number | Percentage |
|---|---|---|
| Attendance | 0 | 0 |
| Laboratory | 0 | 0 |
| Application | 0 | 0 |
| Field activities | 0 | 0 |
| Specific practical training | 0 | 0 |
| Assignments | 1 | 30 |
| Presentation | 1 | 30 |
| Project | 0 | 0 |
| Seminar | 0 | 0 |
| Midterms | 0 | 0 |
| Final exam | 1 | 40 |
| Total | 100 | |
| Percentage of semester activities contributing grade succes | 2 | 60 |
| Percentage of final exam contributing grade succes | 1 | 40 |
| Total | 100 | |
WORKLOAD AND ECTS CALCULATION
| Activities | Number | Duration (hour) | Total Work Load |
|---|---|---|---|
| Course Duration (x14) | 14 | 3 | 42 |
| Laboratory | 0 | 0 | 0 |
| Application | 0 | 0 | 0 |
| Specific practical training | 0 | 0 | 0 |
| Field activities | 0 | 0 | 0 |
| Study Hours Out of Class (Preliminary work, reinforcement, ect) | 10 | 8 | 80 |
| Presentation / Seminar Preparation | 4 | 10 | 40 |
| Project | 0 | 0 | 0 |
| Homework assignment | 0 | 0 | 0 |
| Midterms (Study duration) | 0 | 0 | 0 |
| Final Exam (Study duration) | 1 | 18 | 18 |
| Total Workload | 29 | 39 | 180 |
Matrix Of The Course Learning Outcomes Versus Program Outcomes
| D.9. Key Learning Outcomes | Contrubition level* | ||||
|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | |
| 1. Conducts novel and ethical research on business, reports outcomes in a critical manner. | X | ||||
| 2. Solves problems via appropriate softwares, adapts to new methods and software. | X | ||||
| 3. Has managerial and leadership skills to identify problems, objectives and strategic plans for organizational progress with a critical point of view. | X | ||||
| 4. Plays an active role in projects, analyses relationship between stakeholders accurately, motivates and manages all stakeholders through effective language skills. | X | ||||
| 5. Has necessary communication skills to manage verbal and written communication. | X | ||||
| 6. Analyses and uses contemporary and advanced knowledge in relation with information from different areas. | X | ||||
| 7. Progresses continuously and transfers the experience in both written and verbal ways. | X | ||||
| 8. Through anticipation and strategic thinking, plays an active role in organizational decision making process. | X | ||||
| 9. Uses knowledge in consistency with the ethical, social and international values in an unbiased manner. | X | ||||
| 10. Has expertise on the multi-disciplinary nature of management and related fields. | X | ||||
| 11. Approaches problems with a wide strategic perspective, self-develops continuously. | X | ||||
| 12. Shares novel studies, is up to date both in knowledge and personal network. | X | ||||
*1 Lowest, 2 Low, 3 Average, 4 High, 5 Highest