03564nam 22005415 450 991073601750332120230728135313.03-662-67032-110.1007/978-3-662-67032-3(MiAaPQ)EBC30668888(Au-PeEL)EBL30668888(DE-He213)978-3-662-67032-3(PPN)272255904(EXLCZ)992787883590004120230728d2023 u| 0engurcnu||||||||txtrdacontentcrdamediacrrdacarrierQuality Management for Services[electronic resource] Handbook for Successful Quality Management. Principles – Concepts – Methods /by Manfred Bruhn1st ed. 2023.Berlin, Heidelberg :Springer Berlin Heidelberg :Imprint: Springer,2023.1 online resource (645 pages)Print version: Bruhn, Manfred Quality Management for Services Berlin, Heidelberg : Springer Berlin / Heidelberg,c2023 9783662670316 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.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.Service industriesIndustriesCustomer relations—ManagementServicesIndustriesCustomer Relationship ManagementService industries.Industries.Customer relations—Management.Services.Industries.Customer Relationship Management.658.562Bruhn Manfred1224932MiAaPQMiAaPQMiAaPQBOOK9910736017503321Quality Management for Services3421486UNINA