Quality Management for Services
Handbook for Successful Quality Management. Principles – Concepts – Methods
- Publisher's listprice EUR 85.59
-
35 498 Ft (33 808 Ft + 5% VAT)
The price is estimated because at the time of ordering we do not know what conversion rates will apply to HUF / product currency when the book arrives. In case HUF is weaker, the price increases slightly, in case HUF is stronger, the price goes lower slightly.
- Discount 20% (cc. 7 100 Ft off)
- Discounted price 28 399 Ft (27 046 Ft + 5% VAT)
Subcribe now and take benefit of a favourable price.
Subscribe
35 498 Ft
Availability
printed on demand
Why don't you give exact delivery time?
Delivery time is estimated on our previous experiences. We give estimations only, because we order from outside Hungary, and the delivery time mainly depends on how quickly the publisher supplies the book. Faster or slower deliveries both happen, but we do our best to supply as quickly as possible.
Product details:
- Edition number 2023
- Publisher Springer Berlin Heidelberg
- Date of Publication 29 July 2024
- Number of Volumes 1 pieces, Book
- ISBN 9783662670347
- Binding Paperback
- See also 9783662670316
- No. of pages634 pages
- Size 240x168 mm
- Language English
- Illustrations XXV, 634 p. 310 illus., 309 illus. in color. Illustrations, black & white 582
Categories
Long description:
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
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
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.
Table of 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.
More
