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QHT710S - QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM - 2ND OPP - JULY 2024 |
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nAmI BIA un IVERSITY
OF SCIEnCE Ano TECHn OLOGY
FACULTYOF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENTOF HOSPITALITYAND TOURISM
QUALIFICATION:BACHELOROF HOSPITALITYMANAGEMENT, BACHELOROFTOURISM
INNOVATIONAND DEVELOPMENT,BACHELOROF CULINARYARTS
QUALIFICATIONCODE: 07BHOM, 07BTID,
07BCNA
LEVEL: 7
COURSECODE:QHT71OS
COURSENAME: QUALITYMANAGEMENT IN
HOSPITALITYAND TOURISM
SESSION:JULY2024
DURATION: 2 HOURS
PAPER:THEORY{PAPER1)
MARKS: 100
SECONDOPPORTUNITYEXAMINATION QUESTION PAPER
EXAMINER(S) DR. S. AUALA
MODERATOR: MS. R. GITAU
INSTRUCTIONS
1. Answer FIVEquestions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
THIS QUESTION PAPERCONSISTSOF _2_ PAGES{Including this front page)
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Question 1
(20 Marks)
The expectancy disconfirmation theory (Barsky, 1992; Oh and Parks, 1997; McQuitty, Finn, and
Wiley, 2000) has been used to conceptualize quality management in hospitality and tourism.
Apply this theory to a restaurant experience and make us understand better, customer
satisfaction.
Question 2
(20 Marks)
The Namibian Tourism Board has been given the mandate for the classification of hospitality
and tourism establishments in Namibia. Provide your perspective on the various mechanisms
used for quality recognition in the hospitality and tourism sector and the possible challenges
·these approaches have for Namibia.
Question 3
(20 Marks)
The scholar Bateson (1995) argued that tourism services can be viewed from different levels.
Discuss these levels in detail and apply them to a hospitality or tourism establishment in
Namibia.
Question 4
(20 Marks)
Understanding the nature of the hospitality and tourism sector. Various scholars have applied
the concept of service characteristics. Apply these characteristics to a restaurant business and
in your argument discuss some of the challenges in managing service delivery because of these
characteristics.
Question 5
(20 Marks)
"Quality is never an accident it is always the result of intelligent effort."
by John Ruskin
Referring to the above quote. What is your perspective on quality management in the
hospitality and tourism sector in Namibia? Start your discussion by describing in detail what is
quality management and thereafter mention some of the challenges in Namibia concerning
quality management in the hospitality and tourism sector.