國立高雄大學圖資館 |

Quality management for serviceshandbook for successful quality management. principles - concepts - methods /

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Quality management for servicesby Manfred Bruhn.
其他題名:	handbook for successful quality management. principles - concepts - methods /
作者:	Bruhn, Manfred.
出版者:	Berlin, Heidelberg :Springer Berlin Heidelberg :2023.
面頁冊數:	xxv, 634 p. :ill., digital ;24 cm.
Contained By:	Springer Nature eBook
標題:	Quality controlManagement.
電子資源:	https://doi.org/10.1007/978-3-662-67032-3
ISBN:	9783662670323$q(electronic bk.)

Quality management for serviceshandbook for successful quality management. principles - concepts - methods /
Bruhn, Manfred.

Quality management for serviceshandbook for successful quality management. principles - concepts - methods /[electronic resource] :by Manfred Bruhn. - Berlin, Heidelberg :Springer Berlin Heidelberg :2023. - xxv, 634 p. :ill., digital ;24 cm.

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.

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.

ISBN: 9783662670323$q(electronic bk.)

Standard No.: 10.1007/978-3-662-67032-3doiSubjects--Topical Terms:

501377
Quality control
--Management.

LC Class. No.: TS156

Dewey Class. No.: 658.562

Quality management for serviceshandbook for successful quality management. principles - concepts - methods /
LDR:02912nmm a2200337 a 4500 001 648255
003 DE-He213
005 20230728135313.0
006 m d
007 cr nn 008maaau
008 240116s2023 gw s 0 eng d
020 $a 9783662670323$q(electronic bk.)
020 $a 9783662670316$q(paper)
024 7 $a 10.1007/978-3-662-67032-3 $2 doi
035 $a 978-3-662-67032-3
040 $a GP $c GP
041 1 $a eng $h ger
050 4 $a TS156
072 7 $a KNS $2 bicssc
072 7 $a BUS070080 $2 bisacsh
072 7 $a KNS $2 thema
082 0 4 $a 658.562 $2 23
090 $a TS156 $b .B892 2023
100 1 $a Bruhn, Manfred. $3 291842
240 1 0 $a Qualitatsmanagement fur Dienstleistungen. $l English
245 1 0 $a Quality management for services $h [electronic resource] : $b handbook for successful quality management. principles - concepts - methods / $c by Manfred Bruhn.
260 $a Berlin, Heidelberg : $b Springer Berlin Heidelberg : $b Imprint: Springer, $c 2023.
300 $a xxv, 634 p. : $b ill., digital ; $c 24 cm.
505 0 $a 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 $a 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 $a Quality control $x Management. $3 501377
650 1 4 $a Services. $3 675813
650 2 4 $a Industries. $3 180066
650 2 4 $a Customer Relationship Management. $3 741683
710 2 $a SpringerLink (Online service) $3 273601
773 0 $t Springer Nature eBook
856 4 0 $u https://doi.org/10.1007/978-3-662-67032-3
950 $a Business and Management (SpringerNature-41169)