TOUR 606: Managing Quality in Service Industries

The course concerns a growing body of theoretical and empirical research relative to quality management in service industries, and attempts to teach the concept of treating customers as guests and creating an unforgettable experience for them. It fully covers the topic of managing quality in hospitality organizations by using academic studies, relative academic articles and real life experiences. Thus, the course adopts an interdisciplinary view. There are two primary objectives of the course: (1) to introduce the students to a growing body of literature relative to the course subject, and (2) to help prepare students to do research.