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

Ensuring and increasing the quality of service State of the art of quality management Analysis, planning, management and control of quality management

Autorentext
Prof. Dr. Dr. h.c. mult. Manfred Bruhn ist Professor der Betriebswirtschaftslehre an der Wirtschaftswissenschaftlichen Fakultät der Universität Basel und Honorarprofessor an der Technischen Universität München sowie Gründer der Prof. Bruhn & Partner AG. Er gehört zu den Pionieren des Kommunikations- und Markenmanagements sowie des Relationship Marketing. Sein Renommee auf diesen Gebieten gründet auf seinen anerkannten Leistungen über die letzten Jahrzehnte in der betriebswirtschaftlichen Forschung und Beratung. Zahlreiche Publikationen von Manfred Bruhn sind Referenz- und Standardwerke in Wissenschaft und Praxis. Die Schwerpunkte seiner Veröffentlichungen liegen auf der strategischen Unternehmensführung, der Marken- und Kommunikationspolitik, dem Relationship Marketing sowie dem Dienstleistungs- und Qualitätsmanagement.

Inhalt
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.