A Model For Achieving Quality in Hospital Hotel Services Available to Purchase

Customer satisfaction is the ultimate goal of total quality management efforts in service industries. An essential prerequisite in achieving this goal is the detection and prevention of problems which the customer encounters in the service consumption process. Outlines the fundamental methodological approaches into the principles and methods of detection and prevention of service problems. Demonstrates, by a case study, how these approaches have been integrated in a systematic planning and communication tool that involves customers, management and front‐line employees in service quality improvement opportunities.