Undergraduate Course Catalog 2011-2012

COURSE: LP-410 Managing Quality Service (3)
This course is an advanced course in the study of quality and its relationship to customer service; the measurement of customer expectations, providing quality customer service, and researching and measuring customer satisfaction in an effort to improve management and organizational quality are studied. The concept of service and the linkages to the functional areas of marketing, operations, and human resources of an organization will be discussed as applied to a variety of settings. The development of a plan for improving the quality of customer service in an organization will be the culminating project for the course. Prerequisite: All hospitality prerequisite courses; LB-355.