Integrating Human Sigma and Service Excellence for Total Quality Management in Hospitality

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.