This course aims to equip students with the strategic knowledge and skills required to implement quality management practices that elevate customer experiences in the dynamic hospitality industry. The curriculum integrates strategic planning, quality frameworks, and customer-centric approaches to foster a holistic understanding of how organizations can achieve excellence in service delivery.

Temps présentiel : 17.5 heures

Charge de travail étudiant : 32.5 heures

Méthode(s) d'évaluation : Examen final, Participation, Projets

Référence :
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry, Delivering quality service: Balancing customer perceptions and expectations, Simon and Schuster, 1990 John S. Oakland, Total quality management and operational excellence: text with cases, Routledge, 2014