Class Quality Management in Tourism

This curricular unit introduces quality management concepts and principles aimed at tourism. It brings the main skills and technical knowledge necessary to implement and maintain a quality management system in accordance with the Portuguese quality standards for tourism, ISO 9001:2015 and the World Tourism Organization (UNWTO). The quality of tourist services and products thus constitutes a distinguishing factor for tourist destinations. For the above reasons, it is essential to implement quality management systems, as well as the certification of tourist companies, through internationally accepted technical standards.

Not applicable

-  Concepts of Quality and total quality. - Portuguese Quality System. - Quality Management Systems (NP EN ISO 9001) Evolution of the standards system Direct and associated processes - Quality tools and techniques: Self-assessment; Ishikawa Diagram, Pareto Rule and ABC; Histograms, Control Charts - EFQM model and the RADAR approach

The course includes an approach that enables the apprehension of practical knowledge to develop management strategies for quality service of tourism resources aligned with the development model of the respective destinations. The expository and interrogative lessons (points 1 to 2 of the course contents) will focus on understanding key concepts. The demonstrative and application lessons (points 3 to 5) will include the realization of works aimed at the quality management of a tourism service. Continuous assessment will include the following elements: - Group work, carried out and delivered in several stages throughout the academic semester: 40%. - Individual work developed in class: 40%; - Participation and assiduity: 20%. As an innovative methodology to support the teaching-learning process, Microlearning and Online Collaborative Learning will be used.

Berbekova, A., Uysal, M., & George Assaf, A. (2024). "Quality of Life and Public Policy Development for Tourism Destinations". Cornell Hospitality Quarterly, 65(1), 34-43. Chimbo, C.A.O., Chimbo, K. M., Loor Rodríguez, C. D., & Ulli Flores, W. E. (2023). "Integration of quality management systems in tourism destinations: implications and benefits for sustainability and competitiveness". Journal of Business and Entrepreneurial Studie, 7(3).  Cronjé, D.F., du Plessis, E. (2020). "A review on tourism destination competitiveness", Journal of Hospitality and Tourism Management, 45, 256-265. EFQM (2019). Modelo EFQM. Brussels. ISBN: 978-90-5236-854-2. Available at www.efqm.org. Rehman, A.U.; Abbas, M.; Abbasi, F.A.; Khan, S. (2023). "How Tourist Experience Quality, Perceived Price Reasonableness and Regenerative Tourism Involvement Influence Tourist Satisfaction: A study of Ha’il Region, Saudi Arabia". Sustainability,15,1340.