Unit of Study TOUR1003 Service Quality Management (2024)

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Unit Snapshot

Unit type

UG Coursework Unit
Credit points

12
Faculty & College

Faculty of Business, Law and Arts
Placement

No

Anti-requisites

TOUR1002 - Hospitality Services Management

Unit description

Introduces students to the services sector and develops their communication and customer service skills. Students engage in a project-based learning approach with web-based platforms that blend academic and authentic assessments.

Unit content

Topic 1: Effective group work

Topic 2: Group management

Topic 3: Analysing service concepts

Topic 4: Service quality

Topic 5: The dimensions of customer satisfaction

Topic 6: Service failure and recovery

Availabilities

Location	Domestic	International
Gold Coast	Term2	Term2
Online	Term2	Term2

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

On completion of this unit, students should be able to:

demonstrate an understanding of the value of teamwork to service organisations

apply effective communication and group management skills

assess the quality of customer service.

Teaching and assessment

Teaching method

Workshop 1 hour (Weekly)

Tutorial 2 hours (Weekly)

Assessment
Short written response	10%
Wiki	30%
Case study	60%

Teaching method

Workshop 1 hour (Weekly)

Tutorial 2 hours (Weekly)

Assessment
Short written response	10%
Wiki	30%
Case study	60%

Prescribed learning resources

Prescribed Texts

No prescribed texts.

Prescribed Resources/Equipment

No prescribed resources/equipment.

Prescribed Learning Resources may change in future Teaching Periods.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.

Fee paying courses
For postgraduate or undergraduate full-fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees.

Find out more for domestic fees