ARHU390H

Prerequisite: Must be in the Quest Program. Examines strategic quality management in a globalized setting with emphasis on cross-cultural communication and culturally influenced perception of quality. One of four courses in the QUEST curriculum. In this Quest course, we build on the foundation concepts of quality and substantially broaden our field of view. Specifically, we consider the subjective, customer-created definition of quality and the social and cultural forces that shape customer perspectives. We explore the differences in quality perceptions between US and non-US consumers, the sources of these differences, and the challenges they present in measuring expectations, performance, and customer satisfaction in a multinational business environment.