Quality Management for Services: Handbook for Successful Quality Management. Principles-Concepts-Methods
- 11h
- Manfred Bruhn
- Springer
- 2023
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, the new 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
About 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 Economics of the University of Basel and Honorary Professor at the Technical University of Munich.
In this Book
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Foreword
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Importance of Quality Management for Service Companies
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Conceptual Basics of Service Quality
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Conceptual Basics of Quality Management for Services
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Models of Service Quality
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Measuring Service Quality
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Strategic Orientation of Quality Management for Services
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Operational Design of Expectation Management for Services
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Operational Design of Quality Management for Services
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Implementation of Quality Management for Services
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Importance of Quality Awards for Service Companies
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Certification of the Quality Management of Service Companies
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Concept of Quality Controlling for Services
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Process Controls in Quality Management
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Effectiveness Controls in Quality Management
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Efficiency Controls of Quality Management
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Summary: Ten Steps to Successful Quality Management for Services
