{"product_id":"9783662670316","title":"Quality Management for Services: Handbook for Successful Quality Management. Principles – Concepts – Methods","description":"\u003ch1\u003eQuality Management for Services: Handbook for Successful Quality Management. Principles – Concepts – Methods\u003c\/h1\u003e \u003ch2\u003eBruhn, Manfred\u003c\/h2\u003e \u003cp\u003e\u003c\/p\u003e\u003cp\u003eThis 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.\u003cbr\u003e\u003cbr\u003eIn 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.\u003cbr\u003e\u003cbr\u003eIn the 12th edition, all chapters have been updated. In particular, thenew version of the EFQM Model 2020 has been comprehensively presented.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eThe contents\u003c\/b\u003e\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eBasics of quality management for services\u003c\/li\u003e\n\u003cli\u003eAnalysis of service quality\u003c\/li\u003e\n\u003cli\u003ePlanning and control of quality management for services\u003c\/li\u003e\n\u003cli\u003eImplementation of quality management for services\u003c\/li\u003e\n\u003cli\u003eQuality controlling for services\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003e\u003c\/p\u003e\u003cdiv\u003e\u003cp\u003e\u003c\/p\u003e\u003c\/div\u003e \u003ch3\u003eDetails\u003c\/h3\u003e \u003cp\u003ePublished by: Springer\u003c\/p\u003e \u003cp\u003ePublication Date: 2023-07-29\u003c\/p\u003e \u003cp\u003eFormat: Hardcover\u003c\/p\u003e \u003cp\u003eISBN-13: 9783662670316\u003c\/p\u003e \u003cp\u003eDOI: 10.1007\/978-3-662-67032-3\u003c\/p\u003e \u003cp\u003eDimensions: 240cm x168cm\u003c\/p\u003e \u003cp\u003ePages: 634\u003c\/p\u003e ","brand":"Springer Berlin Heidelberg","offers":[{"title":"Default Title","offer_id":47717385011340,"sku":"9783662670316","price":107.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9783662670316.jpg?v=1776869087","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9783662670316","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}