Overall objectives:

1 - Provide a broad and integrated view of online business management in Tourism;
2 - Understand the constitution and dynamics of the Tourism sector in Portugal;
3 - Know and differentiate the concepts of E-Business and E-Commerce;
4 - Understand the main existing business models (B2C; C2B; B2B; C2C; B2G; G2B);
5 - Realize the importance of managing customer relationships in the business context;
6 - Develop and apply concepts of techniques and tactics of sales, negotiation and relationship with B2B customers;
7 - Create innovative proposals for negotiation;
8 - Use Metrics and Activity Indicators;
9 - Explore Multichannel Platforms (e.g. E-goi);
10 - Know and explore the main social networks for professionals and companies.

Syllabus:

1 - The business community in Portugal;
1.1 - Contextualization of the Tourism sector;
2 - The profile of the current negotiator;
3 - E-Business vs E-Commerce;
3.1 - Fundamental concepts and main differences;
3.2 - Business models (B2C; C2B; B2B; C2C; B2G; G2B);
3.3 - E-Commerce Solutions;
3.4 - E-Commerce B2B & E-Procurement;
3.5 - Digital payment methods;
4 - Prospecting and studying potential customers;
5 - Customer Relationship Management - CRM;
6 - Sales phases and techniques;
7 - Communication in the sale;
8 - The elaboration of contract proposals;
9 - Sales planning and metrics;
10 - The phases, models, tactics and techniques of negotiation;
11 - Multichannel Marketing platforms for Tourism companies;
12 - Social Networks for professionals and companies.

Literature/Sources:

Carvalho, J. C. , 2008 , Negociação (3.ª ed.) , Edições Sílabo: Lisboa
Chaffey, D. , 2015 , Digital Business and E-Commerce Management - Strategy, Implementation and Practice (6th ed.) , Pearson Education: UK
Combe, C. , 2006 , Introduction to E-Business - Management and Strategy (1st ed.) , Elsevier: UK
Correia, A. D. , 2015 , Manual de Negociação (2.ª ed.) , Lidel: Lisboa
Cunha, L. , 2017 , Turismo e Desenvolvimento , Lidel: Lisboa
Cunha, L. , 2013 , Introdução ao Turismo (5.ª ed.) , Lidel: Lisboa
Fisher, R. , 2008 , Como Conduzir Uma Negociação - Livro de Exercícios , Lua de Papel: Alfragide
Hoffman, K. D. & Batesson, J. E.G. , 2003 , Princípios de Marketing de Serviços: Conceitos Estratégias e Casos (2.ª ed.) , Pioneira Thomson Learning: São Paulo
Isaías, P., Sousa, I., Carvalho, L. & Alturas, B. , 2017 , E-Business e Economia Digital: Desafios e Oportunidades num Contexto Global , Edicões Sílabo: Lisboa

Assesssment methods and criteria:

Classification Type: Quantitativa (0-20)

Evaluation Methodology:
In accordance with the expected for the Professional Higher Technical Courses. Didactic resources:Development of syllabus through exposure and exemplification of concepts. Realization of practical cases, group dynamics / role-playing, debates, analysis of articles, records, exercises and observation of multimedia content, systematizing and applying the acquired knowledge.