TON DUC THANG UNIVERSITY

FACULTY OF SOCIAL SCIENCES AND HUMANITIES

DEPARTMENT OF TOURISM

COURSE CODE: 303074

Lecturer: MSc. SON, PHAM THAI

15/06/2021 303074 - Introduction 1

 1. GENERAL INFORMATION

In class: 45 hour

Attendance: 15

self-study: 90 hour

15/06/2021 303074 - Introduction 2

 2. COURSE OBJECTIVES

No. Course Objectives (COs)

1 Understand the basic knowledge of service quality
in the tourism and hospitality industry.
2 Apply the basic knowledge to be able to research,
build and develop customer loyalty through service
quality in the tourism and hospitality industry.
3 Being well aware of the role and impact of customer
service quality in the development of tourism and
hospitality.
4 Awareness of personal and ethical responsibilities
in providing quality services the tourism and
hospitality industry.

15/06/2021 303074 - Introduction 3

 3. COURSE LEARNING OUTCOMES
(CLOS)
No. CLOs

1 Know the basic concepts and the essence of quality

service in hospitality industry.
2 Understand customers' needs and expectation;
customers' travel and entertainment service
experiences.
3 Apply service quality model in practice, improve
management capacity and organizational performance.
4 Analyze the impact factors and build service quality.
5 Assess the advantages and limitations of current
service quality management systems.

15/06/2021 303074 - Introduction 4

 4. BRIEF COURSE CONTENT

It aims to provide students with

- An understanding of the characteristics and differences
between services and goods,
- Explain the service model, the blueprint, and the
importance of recognizing the needs of customers and
requirements in the hotel industry;
- Help students make good judgments about the service
process and identify service management challenges;
- Build teamwork, service quality principles and
professional conceptualization,
- Use skills to solve customer problems and requirements.

15/06/2021 303074 - Introduction 5

 5. STUDENT’S TASKS

Diligence:

- Attend a minimum of 80% of class sessions. Being late

for 2 classes, counting 1 absence. Missing class for
more than 20% of class sessions will be prohibited;

- Develop a study plan for the subject; Serious attitude

during class.

15/06/2021 303074 - Introduction 6

 5. STUDENT’S TASKS

Join all activities in class:

- Be proactive and cooperative when working in groups;

participate in presentations, discuss and perform all
classroom assignments;

- Be positive, voluntarily speak, answer questions or

debate about academics.

15/06/2021 303074 - Introduction 7

 5. STUDENT’S TASKS

Complete homework:

- Having a spirit of self-study and homework;

- Students must actively go to the library to read books,

reference materials related to the subject;

- Read the required documentation and refer to the

instructions;

- Do the assigned homework fully and on schedule.

15/06/2021 303074 - Introduction 8

 6. COURSE MATERIALS

[1]. Christine Williams, John Buswell, [2010], Service

quality in leisure and tourism, CABI, Wallingford, Oxon.
15/06/2021 303074 - Introduction 9
 6. COURSE MATERIALS

[2]. Simon and Louise Hudson, [2013], Customer service

for hospitality and tourism, Goodfellow, Oxford.
[3]. Eric Laws, [2004], Improving tourism and hospitality
service, CABI, Wallingford, Oxon.
15/06/2021 303074 - Introduction 10
 6. COURSE MATERIALS

[4]. Tạ Thị Kiều An và cộng sự, [2004], Quản trị chất lượng trong
các tổ chức, Nhà xuất bản Thống kê, Hà Nội.
[5]. Nguyễn Quang Toản, [1996], TQM & ISO - 9000, Nhà xuất
bản Thống kê, Hà Nội.
15/06/2021 303074 - Introduction 11
 7. DESCRIPTION OF EVALUATION

Evaluation Weight (%) Types of question

categories
Process evaluation 30 Process exercise

Mid-term test 20 Constructed response test

Final examination 50 Constructed response test

15/06/2021 303074 - Introduction 12

15/06/2021 303074 - Introduction 13