Quality in Tourism

N/A

The subjects to be taught will be implemented using theoretical, theoretical-practical and practical classes.
The theoretical classes aim to provide students with concepts considered structuring.
The theoretical and practical classes, through analysis of texts, case studies and other active methods of teaching and learning, encourage debate and research and are intended to alert students to the challenges and quality trends in tourism.
The group work aim to develope teamwork and self-training.
The approval in the discipline is achieved with a minimum score of 10 points.
The student can choose between two methods of evaluation: continuous assessment and final exam.
Evaluation by final exam consists of a written test of knowledge assessment, to be held in the respective evaluation periods.
Continuous assessment results the following parameters:
a) Individual test of knowledge (40%);
b) group work (50%);
c) participation and commitment during classes (10%).

The goal of this curricular unit is intended that students develop the following skills:
1. Know the model of quality and the need to apply to tourism integrated quality systems
2. Raise awareness of the mechanisms controlling the quality of tourism services and equipment;
3. Propose improvements in service delivery according to the study of satisfaction made;
4. Identify and integrate the techniques of quality impact on marketing, communication and competitiveness of tourism development projects;
5. Realize the importance of quality in tourism destinations.

1. Quality: concepts, models, requirements and regulation.
2.Quality in tourism: quality of equipment and quality of activity of providing services.
3. Quality as a strategic factor and as a management tool in the planning and competitiveness in tourism.
4. Quality of tourist destinations: perception and reality.
5. process approach: transforming inputs into outputs and outcomes;
6. Indicators, instruments, techniques, methods and strategies for monitoring and controlling processes;
7. Evaluation of Quality Sistems.

• - Attendance and Participation - 10.0%
• - Frequency - 40.0%
• - Individual and/or Group Work - 50.0%

• - Exam - 100.0%

NAO

Crato, C. (2010). Qualidade: condição de competitividade. Porto: Princípia Editora.
Lopes, A., & Capricho, L. (2007). Manual de gestão da qualidade. Lisboa: Editora RH.
Martin, J.; Mendoza, C., & Román, C. (2014). Service quality evaluation in the tourist apartments industry: a segmented and weighted importance-satisfaction analysis. Revista turismo & desenvolvimento, 2(21), pp. 33-47.
Mira, M. R., Mónico, L., Breda, Z., & Moura, A. (2020). Quality in tourism from the perspective of the local Portuguese public decision-makers: The case study of Portugal’s Centro Region. Revista Portuguesa de Estudos Regionais, 56, 19-41.
Mira, M. R., Moura, A., & Mónico, L. (2018). A new measure of the quality of tourism product. Journal of Tourism and Services, 9(17).
Neves, A., Marchiori, P. (2014). Qualidade percebida de produtos e serviços turísticos em eventos: técnicas e ferramentas para análise de conteúdo do twitter. Revista turismo & desenvolvimento, 2(21/22), pp. 173-182.