Quality at Every Touchpoint: Service Excellence Strategies for Any Organization

In today’s competitive service-driven economy, delivering exceptional customer experiences is one of the most powerful ways businesses can differentiate themselves and build lasting customer loyalty. This virtual presentation by Dr. Edwin N. Torres will explore the critical role of quality initiatives in enhancing customer experiences and operational efficiency. Drawing from his extensive research and service industry expertise, Dr. Torres will discuss best practices for service innovation, quality initiatives, and customer satisfaction strategies — whether in retail, healthcare, financial services, hospitality, or beyond.

The session will expose learners to the various dimensions of service quality as well as tools to attain and measure quality in service organizations. Attendees will gain insights into how leading hospitality brands implement quality management systems, and foster a culture of service excellence. Whether you are a hospitality professional or a leader in any type of service organization, this presentation will provide valuable strategies and actionable takeaways for achieving operational and service excellence.

About our speaker

Dr. Edwin N. Torres is the Department Chair and Associate Professor of Hospitality Management at Rochester Institute of Technology’s Saunders College of Business. He holds a Ph.D. in Hospitality Management from Purdue University. With a distinguished academic background and extensive industry experience, Dr. Torres is widely recognized for his research on service excellence, customer attitudes and emotions, customer experience, and human resource management. His scholarly contributions include over 50 peer-reviewed articles in leading hospitality and business journals, covering topics such as customer delight, electronic word-of-mouth, consumer decision-making, service quality, and employee engagement in the hospitality sector. His work has been cited extensively, influencing both academic research and industry best practices.

Prior to joining RIT, Dr. Torres was a faculty member at the University of Central Florida’s Rosen College of Hospitality Management, where he played a key role in shaping curriculum and mentoring students. He also has industry work experience in hotel management, restaurant management, wealth management, and hospitality consulting. His research focuses on bridging the gap between theoretical frameworks and real-world applications, helping hospitality businesses enhance customer service strategies and operational efficiency.

JOIN US FOR THIS FREE WEBINAR

Date: Wednesday, April 23

Time:  12:00 - 1:00 pm

Location:  On-line, via Zoom

Cost:  Free to GRQC members and non-members

Registration:  Click below to register.  Note:  Registration may not work with Internet Explorer; please use a currently supported browser.

If you require special accommodation, please let us know by April 14

Please direct questions to events@grqc.org.

Greater Rochester Quality Council events, programs and initiatives are supported in part by the Greater Rochester Chamber Foundation.