Quality Management for Services

Handbook for Successful Quality Management. Principles ¿ Concepts ¿ Methods
2023
ISBN: 978-3-662-67031-6
Verlag: Springer

Buch, Englisch, 634 Seiten, HC runder Rücken kaschiert, Format (B × H): 173 mm x 246 mm, Gewicht: 1399 g

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 and monitoring 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 eleven 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.

In the 12th edition, all chapters have been updated. In particular, thenew version of the EFQM Model 2020 has been comprehensively presented.

The contents

• 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

Zielgruppe

Professional/practitioner

Autoren/Hrsg.

Bruhn, Manfred

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen Dienstleistungssektor & Branchen: Allgemeines
• Wirtschaftswissenschaften Betriebswirtschaft Management Qualitätsmanagement, Qualitätssicherung (QS), Total Quality Management (TQM)
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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.

Über Autor(innen)

Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Economics of the University of Basel and Honorary Professor at the Technical University of Munich.