Class Quality Management

This curricular unit introduces concepts and principles of quality management, necessary to implement and maintain a quality management system according to ISO standards. The quality in services and tourism products is thus a distinguishing factor for tourist destinations, particularly for hotels and restaurants of these destinations. For these reasons, it is vital the implementation of quality management systems, as well as the certification of tourism enterprises, through technical standards, accepted internationally. There is a pressing need for academia to work together with the market that in Portugal is still in the beginning of this certification process.

Not applicable

1. Conceptual framework    1.1 Concept of Quality in Tourism    1.2 Quality and the visitor/customer    1.3 Standardization of Quality in Tourism 2. From theory to practice: Quality implementation - management and tools    2.1 Quality in tourist products and services    2.2 Implementation of quality management    2.3 Quality Marketing    2.4 Tools for Quality 3. Quality management certification and audit    3.1 Quality assurance    3.2 Quality standards    3.3 The culture of quality in human resources

Teoretical and practical classes, prioritizing engaging methods, with the use of practical exercises, case studies, and the analysis and discussion of scientific articles. Application of Problem-Based Learning (PBL) methodology. Students will be confronted with real problems from the Portuguese tourism sector. Learning begins with the identification and formulation of the diagnosed problem, with students being responsible for identifying information needs, mobilizing theoretical knowledge, and proposing practical and innovative solutions. The method aims to stimulate critical thinking and the ability to apply quality standards and ISO principles, as well as tourism-specific standards, in real contexts. The solution presented by students will involve the application of the EFQM (European Foundation for Quality Management) model. Study visits.  

Pinthong, C., Inprasertkul, T., Rattanopas, C., Fakfare, P., Han, H., & Chua, B.-L. (2026). Spa social responsibility as a quality signal: Building customer loyalty through ethical and sustainable practices. International Journal of Hospitality Management, 133, 104485. Aguinis, H., Kraus, S., Poek, J., Meyer, N., & Jensen, S. H. (2023). The why, how, and what of public policy implications of tourism and hospitality research. Tourism Management, 97, 104720. Gabrow, R.Y. (2022). The Role of TQM Models in the Sustainable Tourism Development, International Journal of Innovative Science and Research Technology Vol 7(7): 1052- 1057. López-Gamero, M. D., Molina-Azorín, J. F., Tarí, J. J., & Pereira-Moliner, J. (2025). Identifying the role of absorptive capacity in the relationship between quality management and sustainability: Evidence from the tourism industry. Corporate Social Responsibility and Environmental Management, 32(1), 325-340.