000			02871nam a22002775i 4500
008			230728s2023 gw | s |||| 0|eng d
020			_a9783662670323 _9978-3-662-67032-3
041			_aeng
082	0	4	_a338.47 _223
100	1		_aBruhn, Manfred. _eauthor. _4aut _4http://id.loc.gov/vocabulary/relators/aut _91515969
245	1	0	_aQuality Management for Services _h[electronic resource] : _bHandbook for Successful Quality Management. Principles - Concepts - Methods / _cby Manfred Bruhn.
250			_a1st ed. 2023.
260		1	_aBerlin, Heidelberg : _bSpringer Berlin Heidelberg : _bImprint: Springer, _c2023.
300			_aXXV, 634 p. 310 illus., 309 illus. in color. _bonline resource.
505	0		_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.
520			_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.
650		0	_aService industries.
650		0	_aIndustries.
650		0	_aCustomer relations _xManagement.
650	1	4	_aServices.
650	2	4	_aIndustries.
650	2	4	_aCustomer Relationship Management. _91467202
856	4	0	_uhttps://doi.org/10.1007/978-3-662-67032-3 _3Click Here
887			_aAkhil Chandra Saren
942			_cEBK
999			_c1608321 _d1608317