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

TOTAL QUALITY MANAGEMENT MID TERM EXAM 40%
Task
• Essay Questions (10 questions)
o 1.-) What is the Quality definition & the different perspectives? Please explain and define
o 2.-) Which are the Principles of Quality Management? Please 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? Please 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. Please explain the key steps in achieving it
o 9.-) What is SRC & Ethics in companies, please explain. What is your position in that respect?
o 10.-) What are the 14 Principles of Deming? Please define and explain
• Formalities:
• Wordcount: 3000
• The presentation may be structured according to the above referred structure and should include cover page, table of content, introduction, well explained
and commented points using critical thinking approach (why, what & how), bibliography and appendix
• Cover, Table of Contents, References and Appendix are excluded of the total wordcount.
• Font: Arial 12,5 pts.
• Text alignment: Justified.
• 2 hours time to complete

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