MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02871nam a22002775i 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
230728s2023 gw | s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9783662670323 |
| -- |
978-3-662-67032-3 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
338.47 |
| Edition number |
23 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bruhn, Manfred. |
| Relator term |
author. |
| Relationship |
aut |
| -- |
http://id.loc.gov/vocabulary/relators/aut |
| 9 (RLIN) |
1515969 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Quality Management for Services |
| Medium |
[electronic resource] : |
| Remainder of title |
Handbook for Successful Quality Management. Principles - Concepts - Methods / |
| Statement of responsibility, etc. |
by Manfred Bruhn. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
1st ed. 2023. |
| 260 #1 - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Berlin, Heidelberg : |
| Name of publisher, distributor, etc. |
Springer Berlin Heidelberg : |
| -- |
Imprint: Springer, |
| Date of publication, distribution, etc. |
2023. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
XXV, 634 p. 310 illus., 309 illus. in color. |
| Other physical details |
online resource. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
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. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Service industries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Industries. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| General subdivision |
Management. |
| 650 14 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Services. |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Industries. |
| 650 24 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer Relationship Management. |
| 9 (RLIN) |
1467202 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://doi.org/10.1007/978-3-662-67032-3">https://doi.org/10.1007/978-3-662-67032-3</a> |
| Materials specified |
Click Here |
| 887 ## - NON-MARC INFORMATION FIELD |
|---|
| Content of non-MARC field |
Akhil Chandra Saren |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
E-Books |
