Synopsis
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.
About the Author
Vasileios Ismyrlis is an Assistant Professor with the subject "Total Quality Management in Tourism" at the Department of Tourism Economics and Management of the University of the Aegean. He holds a PhD from the Department of Organization and Business Administration of the University of Macedonia with thesis title: "Multidimensional Statistical Analysis and Quality Management". He has been employed as a bank employee at ATE Bank and also for eleven years as an administrative officer at the IKA-ETAM insurance institution. From 2014 and for ten years, he was a statistician at the Hellenic Statistical Authority. Alongside the above professional career, he has taught at several educational institutions, such as Universities, IEK, KEK, ASPAITE, KDBM. He is a certified "Adult Educator of Non-Formal Education" by EOPPEP. He has made several publications in international scientific journals in the field of quality management and applied statistical analysis. He has written two books which are also available as university works in Eudoxus. His research interests include Quality Management, Applied Statistical Analysis, Tourism Economics, Data Analysis, Research Methodology. He is married and has two children. He has fluency in the written and spoken English language and an adequate knowledge of French.
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