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Quality management for services

Quality is a key success factor for every service company. This book offers support for ensuring and increasing the quality of service. Manfred Bruhn presents a holistic, scientifically sound approach to quality management for services, which is consistently aligned with the management process with the phases of analysis, planning, management and control 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 and the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.

In the 9th edition, all chapters have been completely revised and expanded. Current topics such as new regulations in the ISO standards of quality management, measurement of e-service quality, methods of quality controlling for services as well as examples of successful quality management are added.

The content
· Basics of quality management for services
· Service quality analysis
· Planning and control of quality management for services
· Implementation of quality management for services
· Quality controlling for services

The target groups
Executives and quality managers in service companies, lecturers and students in universities and further education courses.

The author
Prof. Dr. Manfred Bruhn is full professor of business administration, especially marketing and corporate management, at the Faculty of Economics at the University of Basel and honorary professor at the Technical University of Munich.

Keywords

Auditing Services Service quality Expectation management Cost-benefit controlling Quality award Quality controlling Quality instruments Certification

Authors and affiliations

  1. 1. Management, Faculty of Economics, University of Basel, Chair of Marketing andBaselSwitzerland

About the authors

Prof. Dr. Dr. h.c. Manfred Bruhn is full professor of business administration, especially marketing and corporate management, at the Faculty of Economics at the University of Basel and honorary professor at the Technical University of Munich.

Bibliographic information

  • Book TitleQuality Management for Services
  • Book SubtitleHandbook for a successful quality management. Basics - Concepts - Methods
  • Authors Manfred Bruhn
  • DOIhttps: //doi.org/10.1007/978-3-642-33992-9
  • Copyright InformationSpringer Berlin Heidelberg2013
  • Publisher NameSpringer Gabler, Berlin, Heidelberg
  • eBook Packages Business and Economics (German Language)
  • Hardcover ISBN978-3-642-33991-2
  • eBook ISBN978-3-642-33992-9
  • Edition Number9
  • Number of Pages VII, 625
  • Number of Illustrations9 b / w illustrations, 283 illustrations in color
  • Topics Management
    Organization
    marketing
  • Buy this book on publisher's site