01387nam0 22003011i 450 UON0025941620231205103706.1788-08-09430-820041207d1998 |0itac50 baitaIT||||e |||||ˆIl ‰McGraw-Hill ZanichelliDizionario enciclopedico scientifico e tecnico italiano inglese inglese italiano2. edBolognaZanichelli1998XI, 2226 p.26 cm.+ 1 CD-ROMLocalizzato in Ufficio BibliotecaIT-UONSI GLOTTC 2IV/057 CD - Ufficio BibliotecaDIZIONARI SCIENTIFICI E TECNICI POLIGLOTTIUONC043559FISCIENZEEnciclopedie e dizionariUONC055479FIITBolognaUONL000085503.21Scienze pure - Dizionari, enciclopedie, concordanze21ZanichelliUONV245996650ITSOL20240220RICAUON00259416SIBA - SISTEMA BIBLIOTECARIO DI ATENEOSI GLOTT C 2 IV 057 SI MC 28848 7 057 SIBA - SISTEMA BIBLIOTECARIO DI ATENEOSI GLOTT C 2 IV 057 CD - Ufficio BibSI MC 28849 7 057 CD - Ufficio BibLocalizzato in Ufficio BibliotecaMcGraw-Hill Zanichelli77802UNIOR03573nam 22005535 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(CKB)27878835900041(EXLCZ)992787883590004120230728d2023 u| 0engurcnu||||||||txtrdacontentcrdamediacrrdacarrierQuality Management for Services 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