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HBOK 1-049

Title QFD Application in the Hospitality Industry: A Hotel Case Study
Author(s) Kioumars Paryani, Ali Masoudi, and Elizabeth Cudney
Source Quality Management Journal
Topic Listening to Customers

Qualities of Customer-Focused Organizations

Performance Measurement

Abstract Quality function deployment (QFD) prioritizes and deploys customer-driven characteristics throughout the product or service development to meet customer needs and expectations. Although it has been extensively used in product development, the service sector has yet to apply it effectively. This paper shows practitioners and researchers how this tool can be used as a planning process to link customer requirements and service characteristics in the hospitality industry. A case study illustrates the application of QFD in a five-star hotel.
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Reference Code 1-049


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