Accreditations
Programme Structure for 2024/2025
Curricular Courses | Credits | |
---|---|---|
Data Analysis in Hospitality and Tourism
6.0 ECTS
|
Parte Escolar > Second Cycle Programme | 6.0 |
Managing Hospitality and Guest Service Organizations
6.0 ECTS
|
Parte Escolar > Second Cycle Programme | 6.0 |
Strategic Marketing in Hospitality and Tourism
6.0 ECTS
|
Parte Escolar > Second Cycle Programme | 6.0 |
Research Methods in Hospitality and Tourism
6.0 ECTS
|
Parte Escolar > Second Cycle Programme | 6.0 |
Critical Issues in Hospitality Human Resources
6.0 ECTS
|
Parte Escolar > Second Cycle Programme | 6.0 |
Dissertation in Hospitality and Tourism Management
60.0 ECTS
|
Final Work | 60.0 |
Work Project in Hospitality and Tourism Management
60.0 ECTS
|
Final Work | 60.0 |
Data Analysis in Hospitality and Tourism
LG1: Understanding data analysis methods: scopes of application and procedures
LG2: Use the statistical package IBM SPSS Statistics to perform data analyses
LG3: Evaluate, interpret and report the results of the data analysis
PC1. Descriptive Statistics
PC2. Sampling and introduction to bootstrapping
PC3. Principal components analysis
PC4. Segmentation analysis
PC5. Predictive analysis: the linear regression model
PERIODICAL EVALUATION:
- Group work based on SPSS data analysis- 40% (5% referred to quiz presented in class + 35% referred to final quiz); minimum grade 9.0
- Individual test - 60%; min. grade 9.0
Approval requires a minimum grade of 10.
EXAM:
- Individual exam with two parts (theory - 60%; SPSS - 40%); min grade 9.0 for each part
Approval requires a minimum grade of 10.
Title: Sarstedt, M., Mooi, E., (2019) A Concise Guide to Market Research: Process, Data, and Methods using IBM SPSS Statistics, 3rd ed., Springer.
Veal, Anthony James. Research methods for leisure and tourism. Pearson UK, 5th Ed., 2018.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2019). Multivariate data analysis. Cengage. Hampshire, United Kingdom.
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Title: Field, A. Discovering Statistics Using IBM SPSS Statistics, 5th ed., SAGE, 2018
Dwyer, L., Gill, A., Seetaram, N. (2012), Handbook of Research Methods in Tourism, Edward Elgar.
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Managing Hospitality and Guest Service Organizations
Subject related objectives:
LG1 - Characterize the key drivers of the management of guest service: quality, satisfaction and customer image
LG2 - Explain the need for evolution from service quality to co-creation of the guest experience.
LG3 - Apply the basic procedures of research methodology for service research
LG4 - Assess and improve a process properly using quality techniques
LG5 - Relate guest service to each major area of the hospitality industry (food, beverage, lodging, sports and events, travel and tourism and casinos)
LG6- Identify and discuss issues related with Ethics, Corporate Responsibility and Sustainability
Transversal objectives:
LG7- Develop written and oral communication skills
LG8- Develop teamwork competences
1. From quality to guest experience
1.1. Service quality
1.2. Services quality models
1.3. Service quality versus customer satisfaction
1.4. Importance of the image perceived by the customer
1.5. Tourist experience and co-creation of customer experience
2. Guest service measurement
2.1. The service research process
2.2. Qualitative research
2.3. Quantitative research
2.4. Social media research
2.5. Tools and techniques for the internal audit
2.6. External awards, certifications and recognitions
3. Guest Service in the Hospitality Industry
3.1. The guest service of food
3.2. The guest service of beverages
3.3. The guest service of lodging
3.4. The guest service of events
3.5. The guest service of travel and tourism
3.6. The guest service of casinos
The continuous evaluation system includes: Written-test - 50% (minimum grade 8,5); Group Project - 35% (minimum grade 10); Class Participation (individual) - 15% (minimum grade 10). In this system, students must attend at least to 2/3 of all the classes.
For students who fail in the regular grading system or choose to do the individual Exam, the Exam will account for 100% of the final grade.
Title: Bagdan, P. (2019). Guest Service in the Hospitality Industry. Kendall Hunt Pub Co. 2nd edition
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Title: Manthiou, A., Kang, J., Sumarjan, N., & Tang, L. (2016). The incorporation of consumer experience into the branding process: an investigation of name?brand hotels. International Journal of Tourism Research, 18(2), 105-115
Brochado, A. & Rita, P. (2018). Exploring heterogeneity among backpackers in hostels. Current Issues in Tourism, 21(13), 1502-1520
Brochado, A., Stoleriu, O. & Lupu, C. (2018). Surf camp experiences. Journal of Sport and Tourism, 22(1), 21-41
Akbaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International journal of hospitality management, 25(2), 170-192
Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52?68.
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Strategic Marketing in Hospitality and Tourism
-to understand the relationships between the tourism and hospitality sectors worldwide
-to know the characteristics of services that affect the marketing of hotel or tourism products
- to analyze the importance of the macro and micro environment elements of the company, sustainability, and ethical issues
-know the process of market research and ethical issues
-to understand the main characteristics that influence consumer behavior
- to know the main steps in the design of a customer-centric strategy, market segmentation, choice of target segments, positioning and sustainability
- to understand the new product development process
-to understand the management of brands in the sector
-to know the internal and external factors that affect pricing decisions
-to know the different intermediaries existing in the tourism sector
-to understand the marketing communication process and the role of advertising in the promotional mix
1.Introduction to Marketing for Hospitality and Tourism
2.Service Characteristics of Tourism
3.The Marketing Environment, Sustainability, and Ethical issues
4.Marketing Research and Ethical issues
5.Consumer Markets and Buying Behavior
6.Market Segmentation, Targeting, Positioning and Sustainability
7.Designing and Managing Tourism Products
8.Pricing Tourism Products
9.Distribution Channels
10.Promoting Tourism Products (including VR, AR, AI)
Regular Season: periodic assessment, minimum 2/3 attendance-a) Individual Exam- the score at least 7.5:50%; b)case-studies and paper analysis- score at least 7.5:15% c) Group project- score at least 7.5: 35%. Final score at least 9.5 for approval. Students who choose the individual exam, minimum of 9.5 and the exam accounts 100% for final grade. Re-sitting: Students who fail in the regular season or wish to try improving their grade. Exam accounts 100% for final grade, minimum score 9.5.
BibliographyTitle: -Kotler, P., Bowen, J.T., & Baloglu, S. (2021). Marketing for Hospitality and Tourism (8 edition). Pearson.
-Loureiro, S.M.C. (2020). Virtual reality, augmented reality and tourism experience. In Saurabh Kumar Dixit (ed.), The Routledge Handbook of Tourism Experience Management and Marketing, chapter 38 (pp. 439-452). Routledge.
-Loureiro, S.M.C. (2021). The Use of Augmented Reality to Expand the Experience in Museums. In Vladimir Geroimenko (ed.). Augmented Reality in Tourism, Museums and Heritage: A New Technology to Inform and Entertain, (chapter 8). Springer.
-Loureiro, S.M.C., & Sarmento, E. M. (2019). Social Media in Gastronomic Tourism: Tourists? lifestyle and foodservice tendencies in social media. In Saurabh Kumar Dixit (ed.), The Routledge Handbook of Gastronomic Tourism, chapter 33 (Lifestyle and foodservice in social media). Routledge.
Raouf, R., Ramkisson, H., Hollebeek, L., & Loureiro, S.M.C., Raouf, R., Ramkisson, H., Hollebeek, L., & Loureiro, S.M.C. (2023). Customer Engagement in Tourism and Hospitality Research. In R. Raouf and H. Ramkisson (Eds). Handbook of Customer engagement in Tourism Marketing. Edward Elgar ISBN: 978 1 80220 393, 2023, Customer Engagement in Tourism and Hospitality Research. In R. Raouf and H. Ramkisson (Eds). Handbook of Customer engagement in Tourism Marketing. Edward Elgar ISBN: 978 1 80220 393,
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Title: -Loureiro, S.M.C., Roschk, H., Ali, F., & Friedmann, E. (2021). Cognitive Image, Mental Imagery, and Responses (CI-MI-R): Mediation and Moderation Effects. Journal of Travel Research, 61(4), 903-92. doi:10.1177/00472875211004768
-Jimenez-Barreto, J., Loureiro, S., Braun, E., Sthapit, E. & Zenker, S. (2021). Use Numbers not Words! Communicating Hotels? Cleaning Programs for COVID-19 from the Brand Perspective. International Journal of Hospitality Management, 94, 102872 doi: 10.1016/j.ijhm.2021.102872
-Loureiro, S.M.C., Guerreiro, J., & Han, H. (2021). Past, present, and future of pro-environmental behavior in tourism and hospitality: A text-mining approach. Journal of Sustainable Tourism, 30(1), 258-278. doi: 10.1080/09669582.2021.1875477
-Bee-Lia Chua, B.-L., Al-Ansi, A., Han, H., Loureiro, S.M.C. Guerreiro, J. (2021). An Examination of the Influence of Emotional Solidarity on Value Co-Creation with International Muslim Travelers, Journal of Travel Research, 61(7), 1573-1598. doi:10.1177/00472875211033357
-Loureiro, S.M.C., Guerreiro, J., & Ali, F. (2020). 20 years of research on virtual reality and augmented reality in tourism context: A text-mining approach. Tourism Management, 77 104028. doi: 10.1016/j.tourman.2019.104028
-McCarthy, B. (2016). Building Place Brands: There's Nothing Like Australia. SAGE-case study.
- Hudson, S., & Hudson, L. (2017). Marketing in action - Hamilton island Best Job in the World campaign. In M. Waters (Ed.), Marketing for tourism, hospitality & events: A global & digital approach (pp. 85-88). SAGE Publications.
-McCarthy, B. (2016). Kerry GeoPark: Can European GeoPark Certification Create Competitive Advantage for a Tourist Destination?. SAGE-case study.
- Hudson, S., & Hudson, L. (2017). Marketing in action: Hotels responding to 'bleisure' trend. In M. Waters (Ed.), Marketing for tourism, hospitality & events: A global & digital approach (pp. 56-58). SAGE Publications.
-Loureiro, S.M.C., Sarmento, E.M., & Rosário, J.F. (2019). Overview of underpinnings of tourism impacts: the case of Lisbon destination. In R. Nunkoo and D. Gursoy (eds.). The Routledge Handbook of Tourism Impacts: Theoretical and Applied Perspectives (Chapter 3). Routledge.
Raouf, R., Hollebeek, L., Loureiro, S.M.C., Khan, I., & Hasan, R, Raouf, R., Hollebeek, L., Loureiro, S.M.C., Khan, I., & Hasan, R. (2023). Exploring Tourists’ Virtual Reality-Based Brand Engagement: A Uses-and-Gratifications Perspective. Journal of Travel Research Research https://doi.org/10.1177/00472875231166598, 2023, Exploring Tourists’ Virtual Reality-Based Brand Engagement: A Uses-and-Gratifications Perspective. Journal of Travel Research https://doi.org/10.1177/00472875231166598, https://doi.org/10.1177/00472875231166598
Rosado-Pinto, F., & Loureiro, S.M.C. (2023). What an amazing experience! The role of authenticity and engagement in upscale hotelsInternational Journal of Hospitality Management, 114, 103573.
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Research Methods in Hospitality and Tourism
With this curricular unit the student should be able to:
1. Identify relevant sources of scientific articles;
2. Develop appropriate literature review;
3. Identify and apply several types of research methods;
4. Write a scientific article and make an oral presentation.
The main issues to be addressed are:
1. Introduction to Research.
2. Techniques and Methodologies for identifying relevant sources of scientific documents.
3. Development of a literature review applied to hospitality/tourism.
4. Research methods and types applied in a context of tourism and hospitality.
5. Scientific writing.
6. Oral presentation of scientific work.
Research proposal* (80%)
Class Participation* (10%)
Attendance (10%) - students should attend 2/3 of the classes
*minimum = 10
Working students should contact the course coordinator if they intend to replace class attendance and participation by weekly activities.
Title: Pearson
Saunders, M. N.K., Lewis, P. and Thornhill, P. (2019). Research Methods for Business Students.
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Critical Issues in Hospitality Human Resources
1. To help students to understand the strategic nature of human resources management;
2. To apply HR strategies that are aligned with organizational goals and match the organizations competencies;
3. To provide in-depth knowledge of advanced and emerging HR issues specifically addressed to the hospitality and tourism context;
4. To encourage students to continue to update the reading list on their own; such mind-set is invaluable when trying to deepen knowledge and to do research.
5. To contribute to the development of interpersonal and teamwork skills.
1. Hospitality HRM: An overview
2. HR Challenges in Hospitality
2.1 Resourcing the Hospitality Industry
2.2 Developing HR
2.3 Rewards and Remuneration
2.4 Employment Relationship
2.5 Sustainability
2.6. Customer care and service quality
3. OB Challenges in Hospitality
3.1 Diversity Management
3.2 Employee Work-Life Balance and Wellbeing
The periodic evaluation requires a group assignment weighting 50% of the final grade as well as an individual written exam (weighting 50%).
The approval in this course requires a minimum grade of 9.5 points (10 points out of 20) in the group work and 9.5 in the exam, being approved only students that have a final grade not below 10 points.
Title: Chesser, J. (2016). Human Resource Management in a Hospitality Environment. CRC Press.
Hayes, D. & Ninemeier, J. (2015). Human resources management in hospitality. Wiley.
Mullins, L. & Dossor, P. (2013). Hospitality management and organisational behaviour. Pearson.
Davidson, M., McPhail, R. & Barry, S. (2011). Hospitality HRM: past, present and the future, International Journal of Contemporary Hospitality Management
Kloutsiniotis, P. V., & Mihail, D. M. (2020). High performance work systems in the tourism and hospitality industry: a critical review. International Journal of Contemporary Hospitality Management
Madera, J. M., et al. (2017). Strategic human resources management research in hospitality and tourism: A review of current literature and suggestions for the future. International journal of contemporary hospitality management.
Park, J., & Min, H. K. (2020). Turnover intention in the hospitality industry: A meta-analysis. International Journal of Hospitality Management
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Title: AbuKhalifeh, A., Som, A., & AlBattat, A. (2013). Strategic Human Resource Development in Hospitality Crisis Management: A Conceptual Framework for Food and Beverage Departments, International Journal of Management Reviews, 15 (1), 39-45.
Bharwani, S. & Butt, N. (2012). Challenges for the global hospitality industry: an HR perspective, Worldwide Hospitality and Tourism Themes, 4 (2), 150-162.
Blomme, R., Tromp, D., & van Rheede, A. (2008). Predictors of turnover intentions of highly educated employees in the hospitality industry, Advances in Hospitality and Leisure, 4, 3-28.
Chang, S., Gong, Y. & Shum, C. (2011). Promoting innovation in hospitality companies through human resource management practices, International Journal of Hospitality Management, 30 (4), 812-818.
Davidson, M., McPhail, R. & Barry, S. (2011). Hospitality HRM: past, present and the future, International Journal of Contemporary Hospitality Management, 23 (4), 498 - 516.
Gajjar, T. & Okumus, F. (2018). Diversity management: What are the leading hospitality and tourism companies reporting? Journal of Hospitality Marketing & Management, 27 (8), 905-925.
Gursoy, D., Chi, C., & Karadag, E. (2013). Generational differences in work values and attitudes among frontline and service contact employees, International Journal of Hospitality Management, 31, 40-48.
Hinkin, T. & Tracey, J. B. (2010). What Makes It So Great? An Analysis of Human Resources Practices among Fortune's Best Companies to Work For. Cornell Hospitality Quarterly, 51 (2), 158-170.
Hughes, J. (2002). HRM and universalism: Is there one best way? International Journal of Contemporary Hospitality Management, 14 (5), 221-228.
King, C., Funk, D. & Wilkins, H. (2011). Bridging the gap: An examination of the relative alignment of hospitality research and industry priorities, International Journal of Hospitality Management, 30, 157-166.
Lolli, J. (2013). Interpersonal communication skills and the young hospitality leader: Are they prepared?, International Journal of Hospitality Management, 32, 295-298.
Ma, S. & Trigo, V. (2011). The country-of-origin effect in employee turnover intention: evidence from China?, International Journal of Human Resource Management, 23 (7), 1394-1413.
Renwick, D., Redman, T., & Maguire, S. (2013). Green Human Resource Management: A Review and Research Agenda, International Journal of Management Reviews, 15, 1-14.
Solnet, D., Kralj, A., & Baum, T. (2015). 360 degrees of pressure: The changing role of the HR professional in the hospitality industry. Journal of Hospitality & Tourism Research, 39(2), 271-292.
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Dissertation in Hospitality and Tourism Management
1.Define a scientific problem and its relevance.
2.Define research goals and possible hypothesis;
3.Produce a literature review supporting the dissertation main problem
4.Apply the methodologies more suitable to data collection and analysis;
5.Critical reflexion sustained on theoretical frameworks and empirical results.
1. Writing the introduction and abstract
2. Definition of a research problem
3. Definition of research goals
4. Literature review
5. Defining hypothesis
6. Data collection methods
7. Data analysis methods
8. Writing conclusions and defining new research paths
- Written presentation of the thesis
- Oral presentation with the synthesis of the thesis followed by a public defense with a jury.
Title: - Veal, AJ (2011) Research Methods for Leisure and Tourism. Prentice Hall.
- Fisher, C. (2007). Researching and writing a dissertation: A guidebook for business students. Essex: Prentice Hall
- Bryman, A. (2003). Business Research Methods. Oxford: Oxford University Press
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Title: - Pidd, M. (2003). Tools for thinking: Modelling in Mangement Science. West Sussex: Wiley.
- Gummesson, E. (1991). Qualitative Methods in Management Research. London: Sage Publications.
-Ellet, W. (2007). The case study handbook. USA: Harvard Business Press.
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Work Project in Hospitality and Tourism Management
1.Diagnose a organizational environment and internal problem that needs a management intervention in hospitality and tourism.
2.Produce a literature review supporting an applied project;
3.Define the project phases
4.Define the ways of supporting the implementation of the project and its evaluation.
. Brief organisational diagnosis
2. Diagnosis of organizational environment and of a specific organizational problem
3. Applied literature review
4. Project cost / benefit analysis to organisations
5. Definition of a intervention project or synthesis of a case and possible solutions
6. Evaluation of impacts and possibilities of control of results
- Written presentation of the project
- Oral presentation with the synthesis of the project followed by a public defense with a jury.
Title: -Teare, Richard, Debra Adams, Sally Messenger (1992) Managing Projects in Hospitality Organizations. Thomson Learning.
-Meredith, J. R. & Mantel, S. J. (2006). Project Management: A managerial approach. New Jersey: John Wiley
-Kerkner, H. (2006). Project Management: A systems approach to planning, schedulling, and controlling. New Jersey: John Wiley
-Baker, Kevin (2000) Project Evaluation and Feasibility Analysis for Hospitality Operations. Hospitality Press.
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Title: -Pidd, M.. (2003). Tools for thinking: Modelling in Management Science. West Sussex: Wiley
-Pinto, J. K. (1998). Project Management Handbook. San Francisco: Jossey-Bass.
-Phillips, J. J., Bothell, T. W. & Snead, G. L. (2002). The project management scorecard: Measuring the success of project management solutions. Wolburn: Butterworth Heinemann.
-Kilmann, R. H et al (1994). Producing useful knowledge for organizations. San Francisco: Jossey-Bass.
-Burton, C. & Michael, N.. (1993). A pratical guide to project management. London: Kogan Page.
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Objectives
To improve knowledge of the core topics in management sciences applied to hospitality and tourism
To develop expertise in cross-cutting themes, in the interests and professional expectations of students, which contribute to the development of an applied research project
To provide students with methods, procedures and investigation techniques that enable them to develop their research project with a high degree of autonomy
Learning Goals and their implementation
In this Iscte Business School study cycle the following competencies ought to develop:
1. To communicate effectively in written form;
2. To communicate effectively in oral form;
3. To develop critical thinking skills;
4. To understand the roles of general and strategic management in companies;
5. To understand the key role of HRM towards the valorization of people as key players in organizations.
Implementation and measurement of the degree of accomplishment of teaching/apprenticeship levels (AL):
OA 1: Elaboration of individual and group works, as well as the resolution of mid-term tests and final evaluation exams;
OA 2: Oral presentations and thematic debates in the classroom;
OA 3: Production and presentation of critical analyses of articles and topics found in books;
OA 4: Individual and group work focused on general management and entrepreneurial strategy topics;
OA 5: Case studies, role-playing, and tests adjusted to each CU.
Note: Complementary information can be found in each CU's CUF.
Accreditations