What do we mean by Perceived Service Quality? Explain and highlight the implications

TOTAL QUALITY MANAGEMENT MID TERM EXAM

Task
• Essay Questions (10 questions)
o 1.-) What is the Quality definition & the different perspectives? explain and define

o 2.-) Which are the Principles of Quality Management? explain

o 3.-) What do we mean by Perceived Service Quality? Explain and highlight the implications

o 4.-) What is Service Total Commitment in the Hospitality Industry? explain and illustrate

5.-) Explain the Service Encounter Triad in the Hospitality Industry.

o 6.-) What is the definition of Total Quality Management (TQM) and how is it structured?

o 7.-) What are the Four P´s in TQM? Please define & explain

o 8.-) Integrating TQM into the policy & strategy of the organization. explain the key steps in achieving it

o 9.-) What is SRC & Ethics in companies, explain. What is your position in that respect?

o 10.-) What are the 14 Principles of Deming? define and explain

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