Accreditations
Programme Structure for 2024/2025
| Curricular Courses | Credits | |
|---|---|---|
| 1st Year | ||
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Data Analysis in Hospitality and Tourism
6.0 ECTS
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Managing Hospitality and Guest Service Organizations
6.0 ECTS
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Strategic Marketing in Hospitality and Tourism
6.0 ECTS
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Research Methods in Hospitality and Tourism
6.0 ECTS
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Critical Issues in Hospitality Human Resources
6.0 ECTS
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| 2nd Year | ||
|
Dissertation in Hospitality and Tourism Management
60.0 ECTS
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Work Project in Hospitality and Tourism Management
60.0 ECTS
|
Data Analysis in Hospitality and Tourism
At the end of the Curricular Unit, the student should be able to:
LO1. Evaluate data quality (missing cases and outliers), list descriptive data patterns, and identify properties of subpopulations of significant attributes, reproducing them when carrying out exercises.
LO2. Interpret results arising from data summarization techniques
LO3. Differentiate models to reduce the dimensionality of the input variables; differentiate models to segment subjects; and, in both cases, choose the most appropriate one for a given problem.
LO4. Apply the multiple linear regression model to study the significance of the estimated coefficients and know how to use an estimated model in forecasting.
S1: Introduction to Data Analysis
Data quality
S2: Univariate and Bivariate Descriptive Analysis Reviews
S3: Inferential Analysis Reviews
S4: Descriptive Multivariate Data Analysis
4.1 Methods of reducing the dimensionality of the input variables: Principal Components Analysis (PCA), Principal Component Analysis for Categorical Data (CatPCA), and Multiple Correspondence Analysis (MCA).
4.2 Methods of segmenting subjects: Hierarchical methods, k-Means and Two-Step Clustering.
S5: Predictive Multivariate Data Analysis – the multiple linear regression model
S6. Applications with IBM SPSS Statistics.
Assessment throughout the semester or Assessment by exam.
Assessment throughout the semester:
a) One Quiz (1h 15m) to be carried out online with a weight of 10%.
b) A group-coursework (with 2 or 4 elements) with a weight of 40%.
c) One individual final test with a weight of (50%)
d) Weighted average of 8,5 for the individual assessments.
e) Minimum attendance of 2/3 of all the classes.
Assessment by Exam:
One written exam (60%) + individual coursework (40%), requiring a minimum grade of 8,5 in each exam, provided that the final classification is at least 10 points.
An oral discussion may be required (for Assessment throughout the semester and Assessment by exam).
Scale: 0-20 points
Title: [1] Sarstedt, M., and Mooi, E., (2019) A Concise Guide to Market Research: Process, Data, and Methods using IBM SPSS Statistics, 3rd ed., Berlin: Springer Verlag GmbH. https://doi.org/10.1007/978-3-662-56707-4
[2] Veal, Anthony James, (2018). Research methods for leisure and tourism. Pearson UK, 5th Ed., 2018. ISBN: 1292115297, 9781292115290
[3] Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2019). Multivariate data analysis. Cengage. Hampshire, United Kingdom. ISBN: 1473756545, 9781473756540
Authors:
Reference: null
Year:
Title: [1] Field, A. (2024). Discovering Statistics Using IBM SPSS Statistics, 6th ed., SAGE, 2024. ISBN: 9781526445780
[2] Dwyer, L., Gill, A., Seetaram, N. (2012), Handbook of Research Methods in Tourism, Edward Elgar. ISBN: 978 1 78195 595 6. eBook for individuals 978 1 78100 129 5
Authors:
Reference: null
Year:
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 - Make a diagnostic identifying, among others, trends, opportunities and best practices and propose customer centric recommendations to improve customer experience
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 assessment throughout the semester 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 assessment throughout the semeste 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
Authors:
Reference: null
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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.
Authors:
Reference: null
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Strategic Marketing in Hospitality and Tourism
LO1 -to understand the relationships between the tourism and hospitality sectors worldwide
LO2 -to know the characteristics of services that affect the marketing of hotel or tourism products
LO3 - to analyze the importance of the macro and micro environment elements of the company, sustainability, and ethical issues
LO4 -know the process of market research and ethical issues
LO5 -to understand the main characteristics that influence consumer behavior
LO6 - to know the main steps in the design of a customer-centric strategy, market segmentation, choice of target segments, positioning and sustainability
LO7 - to understand the new product development process
LO8 -to know the internal and external factors that affect pricing decisions
LO9 -to know the different intermediaries existing in the tourism sector
LO10 -to understand the marketing communication process (including VR, AR, AI) and the role of advertising in the promotional mix
PC1.Introduction to Marketing for Hospitality and Tourism
PC2.Service Characteristics of Tourism
PC3.The Marketing Environment, Sustainability, and Ethical issues
PC4.Marketing Research and Ethical issues
PC5.Consumer Markets and Buying Behavior
PC6.Market Segmentation, Targeting, Positioning and Sustainability
PC7.Designing and Managing Tourism Products
PC8.Pricing Tourism Products
PC9.Distribution Channels
PC10.Promoting Tourism Products (including VR, AR, AI)
Evaluation during the semester, minimum 2/3 attendance-a) individual test- 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 of at least 9.5 for approval. Students who choose the exam, a minimum of 9.5, and the exam accounts 100% for final grade. Re-sitting: for students who fail the evaluation during the semester or wish to try improving their grade, the exam accounts 100% for the 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.
-Han, H., Kim, S. (Sam), Hailu, T. B., Al-Ansi, A., Loureiro, S., & Kim, J. J. (2024). Determinants of ChatGPT adoption and their configurational influence in the hospitality and tourism sector: A cumulative prospect theory. International Journal of Contemporary Hospitality Management, doi: 10.1108/IJCHM-07-2023-1072
-Raouf, R. et al.(2023). Customer Engagement in Tourism and Hospitality Research. In R. Raouf and H. Ramkisson (Eds). Handbook of Customer engagement in Tourism Marketing. Edward Elgar.
Authors:
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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
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.
Authors:
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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.
Authors:
Reference: null
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Critical Issues in Hospitality Human Resources
At the end of the course, each student should have acquired the necessary skills to:
1. Understand human resource management as strategy;
2. Apply HRM strategies in line with the organization's objectives and competencies;
3. Know the current and emerging issues in the context of HRM applied to hotels and tourism;
4. Autonomously seek constant updating of knowledge on this subject within the scope of postgraduate studies and as a means of carrying out research.
5. Recognize the importance of developing 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
Assessment throughout the semester includes
- Group assignment (written report - 40% + class presentation - 10%), representing 50% of the final grade
- An individual test, which accounts for the remaining 50% of the final grade.
Passing the course requires a grade of not less than 9.5 in the assignment and not less than 9.5 in the exam, and only students who obtain an average of not less than 10 will pass.
Alternatively, students can opt for assessment by exam, which represents 100% of the final grade, requiring a minimum grade of 9.5 to pass the course.
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
Authors:
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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.
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.
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: Altinay, L., Paraskevas, A. & Ali, F. (2024). Planning Research in Hospitality and Tourism. Routledge
Authors:
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Title: Gursoy, D., Li, Y., & Song, H. (2023). ChatGPT and the hospitality and tourism industry: an overview of current trends and future research directions. Journal of Hospitality Marketing & Management, 32(5), 579-592.
Kim, J., Kim, S., Jhang, J., Kwon, Y., & Baah, N. G. (2023). Experimental design studies in hospitality and tourism research: constructive recommendations. International Journal of Contemporary Hospitality Management, 35(10), 3570-3591.
Agapito, D., & Sigala, M. (2024). Experience management in hospitality and tourism: reflections and implications for future research. International Journal of Contemporary Hospitality Management, 36(13), 57-76.
Authors:
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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.