Week - 1 |
Service, quality and service quality concepts |
Week - 2 |
Discussions about the subject |
Week - 3 |
Evolution of service industry and quality concept |
Week - 4 |
Quality management and total quality management |
Week - 5 |
Discussions about the subject |
Week - 6 |
Quality development |
Week - 7 |
Discussions about examples of application in hospitality establishments |
Week - 8 |
Total quality management in hospitality establishments |
Week - 9 |
Discussions about the subject |
Week - 10 |
Assignment |
Week - 11 |
Total quality management and organizational culture |
Week - 12 |
Discussions about the importance of organizational culture |
Week - 13 |
Measuring service quality in hospitality establishments |
Week - 14 |
Discussion |