LEADER 03564nam 22005415 450 001 9910736017503321 005 20230728135313.0 010 $a3-662-67032-1 024 7 $a10.1007/978-3-662-67032-3 035 $a(MiAaPQ)EBC30668888 035 $a(Au-PeEL)EBL30668888 035 $a(DE-He213)978-3-662-67032-3 035 $a(PPN)272255904 035 $a(EXLCZ)9927878835900041 100 $a20230728d2023 u| 0 101 0 $aeng 135 $aurcnu|||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aQuality Management for Services$b[electronic resource] $eHandbook for Successful Quality Management. Principles ? Concepts ? Methods /$fby Manfred Bruhn 205 $a1st ed. 2023. 210 1$aBerlin, Heidelberg :$cSpringer Berlin Heidelberg :$cImprint: Springer,$d2023. 215 $a1 online resource (645 pages) 311 08$aPrint version: Bruhn, Manfred Quality Management for Services Berlin, Heidelberg : Springer Berlin / Heidelberg,c2023 9783662670316 327 $aBasics 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. 330 $aThis 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. 606 $aService industries 606 $aIndustries 606 $aCustomer relations?Management 606 $aServices 606 $aIndustries 606 $aCustomer Relationship Management 615 0$aService industries. 615 0$aIndustries. 615 0$aCustomer relations?Management. 615 14$aServices. 615 24$aIndustries. 615 24$aCustomer Relationship Management. 676 $a658.562 700 $aBruhn$b Manfred$01224932 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910736017503321 996 $aQuality Management for Services$93421486 997 $aUNINA