Quality management for services : handbook for successful quality management. principles - concepts - methods / Manfred Bruhn.
Bruhn, Manfred.
2023
TS156
Available Online

Linked e-resources

Linked Resource Online Access
Concurrent users Unlimited
Authorized users Authorized users
Document Delivery Supplied Can lend chapters, not whole ebooks

Details

Title Quality management for services : handbook for successful quality management. principles - concepts - methods / Manfred Bruhn.
Author Bruhn, Manfred.
Uniform Title Qualitätsmanagement für Dienstleistungen. English
ISBN 9783662670323 (electronic bk.)
3662670321 (electronic bk.)
3662670313
9783662670316
DOI https://doi.org/10.1007/978-3-662-67032-3
Published Berlin, Germany : Springer, 2023.
Language English
Description 1 online resource (634 pages) : illustrations (black and white, and color).
Other Standard Identifiers 10.1007/978-3-662-67032-3 doi
Call Number TS156
Dewey Decimal Classification 658.562
Summary This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Access Note Access limited to authorized users.
Source of Description Description based on print version record.
Available in Other Form QUALITY MANAGEMENT FOR SERVICES.
Linked Resources Online Access
Record Appears in Online Resources > Ebooks
All Resources
Basics of quality management for services
Analysis of service quality
Planning and control of quality management for services
Implementation of quality management for services
Quality controlling for services.

Browse Subjects

Show more subjects...

Statistics

from
to
Export