Integrating Human Sigma and Service Excellence for Total Quality Management in Hospitality (Paperback)
Language: English
Published by IGI Global, 2026
- Softcover
- New
Seller: CitiRetail, Stevenage, United KingdomCitiRetail
AbeBooks seller since June 29, 2022
Condition: New
£ 176.99
Quantity: 1 available
Add to basketItem description from seller
Paperback. The global hospitality industry continues to evolve in response to changing consumer expectations, growing competition, and the demand for more meaningful customer experiences. In hotels, tourism, restaurants, and related service sectors, success depends not only on operational efficiency but also on the ability to create positive and memorable interactions for guests. As a result, Total Quality Management (TQM) has become an important framework for improving service quality, organizational performance, and long-term sustainability within hospitality environments. However, many traditional TQM approaches focus heavily on processes and performance metrics while overlooking the human, emotional, and relational dimensions that shape customer experiences. This growing shift toward more people-centered service models is encouraging hospitality organizations to rethink how quality management can better support both operational excellence and guest satisfaction. Integrating Human Sigma and Service Excellence for Total Quality Management in Hospitality integrates TQM principles with the human sigma framework, an approach that unites employee engagement and customer engagement as interdependent drivers of organisational performance. By incorporating customer experience (CX), the end-to-end emotional, cognitive, and perceptual journey of guests, this book emphasizes the critical role that experience design plays in shaping satisfaction and loyalty. Covering topics such as regenerative practices, loyalty dynamics, and transformative training programs, this book is a fundamental academic resource for graduate and doctoral students, hotel managers, HR directors, CX strategists, operations executives, quality assurance specialists, policymakers, and more. This item is printed on demand. Shipping may be from our UK warehouse or from our Australian or US warehouses, depending on stock availability.…
Seller Inventory # 9798337387765
- Title
- Integrating Human Sigma and Service Excellence for Total Quality Management in Hospitality (Paperback)
- Author
- Paul Charalambous
- Publisher
- IGI Global
- Publication year
- 2026
- Condition
- new
- Binding
- Paperback
- Language
- English
- ISBN 13
- 9798337387765
"Synopsis" may belong to another edition of this title.
About the Author
Vasileios Ismyrlis is an Assistant Professor in ''Total Quality Management in Tourism'' at the Department of Tourism Economics and Management, University of the Aegean. He previously served as a Statistician at the Hellenic Statistical Authority (ELSTAT) for ten years and worked as an administrative employee at the Social Insurance Institute (IKA-ETAM) for eleven years. In addition, he has two years of professional experience in the banking sector and teaching experience in financial and statistical courses at vocational post-secondary institutions and universities. He holds a degree in Statistics and Insurance Science from the University of Piraeus and a postgraduate specialization in Quality Assurance. He earned his Ph.D. in Quality Management and Multidimensional Statistics from the Department of Business Administration, University of Macedonia, Greece. He has authored eighteen publications in journals and conference proceedings. His current research interests include Multidimensional Statistics, Applied Statistics, Social Statistics, Economics of Tourism, Tourism and Hospitality Management, Human Resource Management, Quality Management, and Research Methodology. He is fluent in English (written and spoken) and has a good working knowledge of French.
"About the title" may belong to another edition of this title.
CitiRetail
Stevenage, United Kingdom
AbeBooks seller since June 29, 2022
Shipping rates from United Kingdom to U.S.A.
| Item | 7 to 14 business days | 7 to 60 business days |
|---|---|---|
| First item | £ 37.00 | £ 37.00 |
Payment methods
Store description
Online business
Seller's business information
ABC BOOKS LIMITED
10 John Street
London, United Kingdom WC1N 2EB
Terms of sale
Orders can be returned within 30 days of receipt.
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to CitiRetail, Stevenage, United Kingdom, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.
Shipping terms
Please note that titles are dispatched from our US, Canadian or Australian warehouses. Delivery times specified in shipping terms. Orders ship within 2 business days. Delivery to your door then takes 7-14 days.