This course will equipped students with the knowledge and the tools for managing service quality in service industry. The core competency will be built through interpretation of the cases in relation to the quality management theory. The aims of this course are: 1. Familiarize students with the theory of quality management 2. Provide the tools and the methods in the practical work. 3. Be able to establish the standard for service quality and evaluate the outcome.The course will contain most of the total quality management theory and the common practice such as the dimensions of the service quality, the gaps of service quality, 6 sigma, PDCA cycle...etc. In addition, charts,diagrams and the flow chart to manage the quality.

Papers and the industry projects will be brought to the course to reflect the theory and knowledge from the textbook in order for the students to apply the knowledge in their future job.

This course will equipped students with the knowledge and the tools for managing service quality in service industry. The core competence will be built through interpretation of the cases in relation to the quality management theory. The aims of this course are: 1. Familiarize students with the theory of quality management 2. Provide the tools and the methods in the practical work. 3. Be able to establish the standard for service quality and evaluate the outcome.The course will contain most of the total quality management theory and the common practice such as the dimensions of the service quality, the gaps of service quality, 6 sigma, PDCA cycle...etc. In addition, charts,diagrams and the flow chart to manage the quality.

Papers and the industry projects will be brought to the course to reflect the theory and knowledge from the textbook in order for the students to apply the knowledge in their future job.

King, J. H. Jr. & Cichy, R. F. (2005) Managing for Quality in the Hospitality Industry. New Jersey, USA: Pearson Education, Inc.

King, J. H. Jr. & Cichy, R. F. (2005) Managing for Quality in the Hospitality Industry. New Jersey, USA: Pearson Education, Inc.