Quality Service Management Syllabus 125e6q

1 THE UNIVERSITY OF SOUTHERN MISSISSISSIPPI

Department of Tourism Management TM 345 Quality Services Management Instructor: Babu George, MTA, PhD, Visiting Assistant Professor, CoB, USM. Course Objectives:

 To introduce the learner to the concepts of quality services management  To present a service management approach to building quality and competitive advantage 



To enable the learner to employ the basic analytical tools required to assess service quality To provide students an opportunity to analyze hospitality and related service businesses

Course Outline: Management of service quality is one of the preconditions of excellence of any service organization. Management process in the service industries is dissimilar to that in the traditional smokestack industries primarily due to the fundamental differences involved in the production-consumption processes. This course aims to explore, challenge, and refine the principles of services management around the key theme of service quality. While service industries in general will be taken up for discussions, hospitality and tourism industries will get the major focus. Students will read the major works on the topic and apply the concepts to their own personal and professional experiences. The major topical areas to be covered as part of this course are: The ABCs of guestology-From customer satisfaction to customer delight-Planning to meet customer expectations-Servicescaping-The hospitality culture-Human resource management aspects of hospitality service-Measuring service quality-Guest complaints and their management-Hospitality service delivery systems-Research in QSM-Recent debates. Course Method: The course will run as a blend of lectures, group discussions, case-studies, written assignments, micro-projects, and experiential learning methods. Reading material for a class will be announced in the preceding class. Students will be able for reading the assigned material prior to class and coming to class prepared to discuss the implications of the assigned readings. Text: The textbook for primary reading is Ford, R.C. & Heaton, C.P. (2000). Managing the Guest Experience in Hospitality. Delmar Publications. Other reading materials will be suggested in due course and students are to access them from the various online and offline resources available at the university. Evaluation: Overall class participation: 20%; Written end-term examination: 20%; Written assignment: 20%; Caseanalysis skill: 20%; and Micro-project: 20%. The final grading will be on a scale such that the average students get C grade; B and A grades toward the upper extreme; and, D and F grades toward the lower extreme. (59% and Below=F; 60-69%=D; 70-79%=C; 80-89%=B; 90% and Above=A). Instructor s: My faculty cabin is at JGH 311-B and any one of you can just walk in without a prior appointment. However, since you are online students, my preference is that we communicate by emails, chats, or over phone. My work phone: 601.266.66511

2 My email: [email protected] My website: http://myselfgeorge.googlepages.com My Google Talk ID: myselfgeorge Please Note: The syllabus is tentative and is subject to revision while the course is on. Of course, the learner views will have a dominant influence over any major revision. Detailed Schedule of Sessions (Tentative) 12 September 07

Defining Characteristics of Services-Lecture

19

What is Quality?-Lecture

26

Planning for Quality Guest Experience-Lecture

03 October 07

The Guest Experience of Quality-Lecture

10

The Hospitality Culture-Lecture & Assignment of Term Paper

17

Mid-term Test

24

Empowering service workers at Harvester-Case Discussion

31

Using Service Incidents for Quality-Critical Reading

7 November 07

Fixing Service Problems-Lecture & Assignment of Micro-projects

14

Term Paper Discussions

21

A Conceptual Model of Service Quality-Critical Reading

28

Micro-project Discussions

5 December 07

End-Term Examination

The Wall Street Journal Statement: The Wall Street Journal -- The College of Business (CoB) has entered into a partnership agreement with The Wall Street Journal that allows all upper level CoB students to have electronic access to the Journal at deeply discounted rates. The WSJ is a critical learning tool that ensures CoB students are current and aware of the many factors and situations that impact decision-making in the global economy. In addition to electronic access, the Journal provides a limited number of complimentary copies of the Journal, which are distributed on the Hattiesburg and Gulf Park campuses. As part of this partnership, all juniors, seniors, and graduate students listed as College of Business majors will be charged $19 per fall and spring semester for access to the online edition of The Wall Street Journal, WSJ.com. Summer access to WSJ.com is also included in the fee. This fee is charged to a student's USM Business Office and is non-refundable. For upper level business students, access to WSJ.com will be attainable through a link on SOAR. The path is: Home<SA Self Service
3 by email at: [email protected]. Course Enrollment Statement It is the responsibility of each student to determine that he or she is appropriately enrolled in each course. Students are expected to confirm their registration in the selected courses prior to the last day to for full-semester classes, the fifth class day of the semester. The College of Business strictly enforces add/drop policies. Thus, students should not request to add classes after the fifth class day, except in extenuating circumstances (e.g., removal from class roll because of tuition/fees nonpayment), and under no circumstances after the last day to drop full-semester classes without academic penalty. Students can drop a course on SOAR up to the last day to drop full-semester classes without academic penalty. After that date, students should not ask to drop a course except in extenuating circumstances (e.g., medical incapacity), and under no circumstances after the University withdrawal deadline. For the Fall Semester 2007, the last day to for full-semester classes is Friday, August 31, 2007, the last day to drop full-semester classes without academic penalty is Wednesday, October 3, 2007, and the University withdrawal deadline is tentatively set for Wednesday, December 5, 2007. Please refer to the academic calendar on the registrar’s web page for dates pertaining to 8W1 and 8W2 classes. Grading Policy and Grade Review Policy Statement (USM Undergraduate Bulletin, 2007-2008) The instructor has the authority in his or her class over all matters affecting the conduct of the class, including the assignment of grades. Student performance should be evaluated according to academic criteria made available to all students within the first two weeks of each semester. Grades should not be determined in an arbitrary or capricious manner.

4 When a student disagrees with the final grade given by an instructor, fair play requires the opportunity for an orderly appellate procedure. A student must initiate the appeal procedure within 30 school days (excluding Saturday, Sunday, and official student holidays) of the beginning of the semester subsequent to the one in which the grade was awarded, or 120 calendar days after the issuance of spring semester grades, should the student not be enrolled during the summer term. The procedure assures due process for both the instructor and student. For policies and procedures governing grade review, the dean of the appropriate college or the Office of the Provost. Student E-Mail s Please be sure to set up your USM e-mail . Even if you are using another e-mail as your primary , you should still activate your USM and route it to your other primary . The HELP desk (266-HELP; 266-4357) can assist you in doing this or you should be able to activate it through SOAR. The University is moving more toward e-mail notification for all types of issues and this will help to keep you informed about various deadlines and other things that may affect your academic career. May 2008 Graduation Information Students planning to complete their degree by May 2008 must meet with an adviser in JGH 110 prior to the Friday, November 2, 2007 deadline for filing their application for degree. Instructions for filing the degree application can be found at www.usm.edu/registrar/degree %20application/index.html. Fall 2007 Exam Schedule Changes Please note that the final exam schedule for day classes will be Friday, December 7 through Thursday, December 13. No exams are scheduled on the day of the commencement ceremonies, Friday, December 14.