| Language of Instruction |
Türkçe |
| Course Type |
Required Courses |
| Course Instructor(s) |
Asst. Prof. İnci Oya COŞKUN |
| Mode of Delivery |
Distance Education |
| Prerequisites |
There is no prerequisite or co-requisite for this course. |
| Courses Recomended |
There is no recommended optional programme component for this course. |
| Recommended Reading List |
Konaklama Hizmetlerinde Kalite Yönetimi, Anadolu Üniversitesi Yayını No: 3411, 2016. |
| Assessment methods and criteria |
1 Midterm and 1 Final Exam. |
| Work Placement |
N/A |
| Catalog Content |
Introduction to Hospitality Services; Quality in Hospitality Services: Quality management approaches, Dimensions of service quality; Total Quality Management and Hospitality Services; Quality Improvement in Hospitality Services: Traditional and new tools used in quality improvement; Quality and Customer Relations in Hospitality Services: Customer satisfaction, Customer loyalty, Customer complaints; Relationship between Quality and Productivity in Hospitality Services: Factors affecting productivity, Effects of productivity on quality in hospitality; Quality Management and Assurance Systems; Electronic Service Quality: Innovation and e-services in hospitality. |
Anadolu Info Package 
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