Developing Critical Thinking and Interpersonal Skills in a Services Marketing Course Employing Total Quality Management Concepts and Techniques

This article posits that total quality management (TQM) techniques can assist educators in developing critical thinking and interpersonal skills in a services marketing course. Literature addressing pedagogical deficiencies in U.S. business schools is reviewed, and key points regarding services marketing are highlighted. TQM techniques are then linked to teaching exercises conducted in a services marketing class.