Quality management in services:
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
Assen u.a.
Van Gorcum
1992
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Literaturangaben |
| Physical Description: | 176 S. graph. Darst. |
| ISBN: | 9023226879 |
Staff View
MARC
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| 650 | 4 | |a Service industries |x Quality control | |
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Record in the Search Index
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|---|---|
| adam_text | Table of Contents
Table of Contents
pages
Introduction 3 4
I Reader s Guide 5 6
II Section A. Quality Management and Perspectives
Learning about Service Quality: Get Involved
Friso den Hertog and Paul Kunst 7 14
The Marketing Quality Management Interface
Neil Morgan 15 28
Section B. Service Quality Measurement; Methods
The Judgement of Service Quality
Cor Govers 29^0
Another Model of Service Quality: A Model of Causes
and Effects of Service Quality tested on a Case within
the Restaurant Industry
Tommy D. Andersson 41 58
Attribute Based versus Incident Based Measurement
of Service Quality: Results of an Empirical Study
within the German Car Service Industry ^,
j Bernd Stauss and Bert Hentschel 59 78 /
Section C. Measurement and Quality Improvement Areas
Q Matrix: A Multi Dimensional Approach to Using
Service Quality Measurements
Jos Lemmink and Ravi S. Behara 79 88
The PBS Approach: An Operational Instrument for
Quality Management in Knowledge Intensive Service
Business
Anna Kahn 89 100
1
Quality Services in Management
pages
Section D. Quality Improvement Areas
Service Design and Quality: Applying Service
Blueprinting and Service Mapping to Railroad Services
Evert Gummesson and Jane Kingman Brundage 101 114
A Strategic Audit of the Contribution of HRM to a New
Service Quality Strategy in a Retail Firm
Daniel Ondrack and TealMcAteer Early 115 128
Facing the Challenge of Service Competition:
The Economies of Service
Christian Gronroos 129 140
Section E. Implementation of Quality Management
Managing Continuous Quality Improvement in
Service Organisations
Joanna G.Timmersand Tonvan der Wiele 141 150
Is Total Quality Management Possible in the West?
Roger Williams 151 158
HI List of Abstracts 159 162
IV Biographies 163 166
V Overall List of References 167 176
2
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| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Illustrated |
| indexdate | 2024-07-09T17:44:34Z |
| institution | BVB |
| isbn | 9023226879 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006624405 |
| oclc_num | 27792584 |
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| owner | DE-945 |
| owner_facet | DE-945 |
| physical | 176 S. graph. Darst. |
| publishDate | 1992 |
| publishDateSearch | 1992 |
| publishDateSort | 1992 |
| publisher | Van Gorcum |
| record_format | marc |
| spelling | Quality management in services ed. by Paul Kunst ... Assen u.a. Van Gorcum 1992 176 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Literaturangaben Dienstensector gtt Kwaliteitszorg gtt Services - Qualité - Contrôle ram Service industries Management Service industries Quality control Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 s Dienstleistungsbetrieb (DE-588)4012181-1 s DE-604 Kunst, Paul Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006624405&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Quality management in services Dienstensector gtt Kwaliteitszorg gtt Services - Qualité - Contrôle ram Service industries Management Service industries Quality control Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4219057-5 (DE-588)4012181-1 |
| title | Quality management in services |
| title_auth | Quality management in services |
| title_exact_search | Quality management in services |
| title_full | Quality management in services ed. by Paul Kunst ... |
| title_fullStr | Quality management in services ed. by Paul Kunst ... |
| title_full_unstemmed | Quality management in services ed. by Paul Kunst ... |
| title_short | Quality management in services |
| title_sort | quality management in services |
| topic | Dienstensector gtt Kwaliteitszorg gtt Services - Qualité - Contrôle ram Service industries Management Service industries Quality control Total quality management Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Dienstensector Kwaliteitszorg Services - Qualité - Contrôle Service industries Management Service industries Quality control Total quality management Qualitätsmanagement Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006624405&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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