Service Quality and Management:
Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a...
Gespeichert in:
| Weitere Verfasser: | , , |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Deutscher Universitätsverlag
1999
|
| Ausgabe: | 1st ed. 1999 |
| Schriftenreihe: | Fokus Dienstleistungsmarketing
|
| Schlagworte: | |
| Online-Zugang: | BTU01 URL des Erstveröffentlichers |
| Zusammenfassung: | Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management |
| Beschreibung: | 1 Online-Ressource (VI, 314 p. 42 illus) |
| ISBN: | 9783322909817 |
| DOI: | 10.1007/978-3-322-90981-7 |
Internformat
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV046872710 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 200828s1999 |||| o||u| ||||||eng d | ||
| 020 | |a 9783322909817 |9 978-3-322-90981-7 | ||
| 024 | 7 | |a 10.1007/978-3-322-90981-7 |2 doi | |
| 035 | |a (ZDB-2-SBE)978-3-322-90981-7 | ||
| 035 | |a (OCoLC)903195919 | ||
| 035 | |a (DE-599)BVBBV046872710 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-634 | ||
| 082 | 0 | |a 658.81 |2 23 | |
| 084 | |a QP 321 |0 (DE-625)141854: |2 rvk | ||
| 084 | |a QQ 250 |0 (DE-625)141969: |2 rvk | ||
| 084 | |a QR 560 |0 (DE-625)142061: |2 rvk | ||
| 245 | 1 | 0 | |a Service Quality and Management |c edited by Bernd Stauss, Jos Lemmink, Paul Kunst |
| 250 | |a 1st ed. 1999 | ||
| 264 | 1 | |a Wiesbaden |b Deutscher Universitätsverlag |c 1999 | |
| 300 | |a 1 Online-Ressource (VI, 314 p. 42 illus) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 490 | 0 | |a Fokus Dienstleistungsmarketing | |
| 520 | |a Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management | ||
| 650 | 4 | |a Sales/Distribution | |
| 650 | 4 | |a Business and Management, general | |
| 650 | 4 | |a Management | |
| 650 | 4 | |a Sales management | |
| 650 | 4 | |a Business | |
| 650 | 4 | |a Management science | |
| 650 | 4 | |a Management | |
| 650 | 0 | 7 | |a Qualität |0 (DE-588)4047966-3 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Servicepolitik |0 (DE-588)4234502-9 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Unternehmen |0 (DE-588)4061963-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistung |0 (DE-588)4012178-1 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Management |0 (DE-588)4037278-9 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |2 gnd |9 rswk-swf |
| 655 | 7 | |0 (DE-588)1071861417 |a Konferenzschrift |2 gnd-content | |
| 655 | 7 | |0 (DE-588)4143413-4 |a Aufsatzsammlung |2 gnd-content | |
| 689 | 0 | 0 | |a Management |0 (DE-588)4037278-9 |D s |
| 689 | 0 | 1 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 0 | 2 | |a Qualität |0 (DE-588)4047966-3 |D s |
| 689 | 0 | |5 DE-604 | |
| 689 | 1 | 0 | |a Unternehmen |0 (DE-588)4061963-1 |D s |
| 689 | 1 | 1 | |a Servicepolitik |0 (DE-588)4234502-9 |D s |
| 689 | 1 | 2 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 1 | |5 DE-604 | |
| 689 | 2 | 0 | |a Dienstleistung |0 (DE-588)4012178-1 |D s |
| 689 | 2 | 1 | |a Qualitätsmanagement |0 (DE-588)4219057-5 |D s |
| 689 | 2 | |5 DE-604 | |
| 700 | 1 | |a Stauss, Bernd |4 edt | |
| 700 | 1 | |a Lemmink, Jos |4 edt | |
| 700 | 1 | |a Kunst, Paul |4 edt | |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |z 9783322909824 |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |z 9783824467808 |
| 856 | 4 | 0 | |u https://doi.org/10.1007/978-3-322-90981-7 |x Verlag |z URL des Erstveröffentlichers |3 Volltext |
| 912 | |a ZDB-2-SBE |a ZDB-2-BAE | ||
| 940 | 1 | |q ZDB-2-SBE_Archiv | |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-032282842 | ||
| 966 | e | |u https://doi.org/10.1007/978-3-322-90981-7 |l BTU01 |p ZDB-2-SBE |q ZDB-2-SBE_Archiv |x Verlag |3 Volltext | |
Datensatz im Suchindex
| _version_ | 1804181722005241856 |
|---|---|
| adam_txt | |
| any_adam_object | |
| any_adam_object_boolean | |
| author2 | Stauss, Bernd Lemmink, Jos Kunst, Paul |
| author2_role | edt edt edt |
| author2_variant | b s bs j l jl p k pk |
| author_facet | Stauss, Bernd Lemmink, Jos Kunst, Paul |
| building | Verbundindex |
| bvnumber | BV046872710 |
| classification_rvk | QP 321 QQ 250 QR 560 |
| collection | ZDB-2-SBE ZDB-2-BAE |
| ctrlnum | (ZDB-2-SBE)978-3-322-90981-7 (OCoLC)903195919 (DE-599)BVBBV046872710 |
| dewey-full | 658.81 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.81 |
| dewey-search | 658.81 |
| dewey-sort | 3658.81 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| discipline_str_mv | Wirtschaftswissenschaften |
| doi_str_mv | 10.1007/978-3-322-90981-7 |
| edition | 1st ed. 1999 |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>04117nmm a2200769zc 4500</leader><controlfield tag="001">BV046872710</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">200828s1999 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9783322909817</subfield><subfield code="9">978-3-322-90981-7</subfield></datafield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1007/978-3-322-90981-7</subfield><subfield code="2">doi</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-2-SBE)978-3-322-90981-7</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)903195919</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV046872710</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-634</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.81</subfield><subfield code="2">23</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 321</subfield><subfield code="0">(DE-625)141854:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QQ 250</subfield><subfield code="0">(DE-625)141969:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QR 560</subfield><subfield code="0">(DE-625)142061:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Service Quality and Management</subfield><subfield code="c">edited by Bernd Stauss, Jos Lemmink, Paul Kunst</subfield></datafield><datafield tag="250" ind1=" " ind2=" "><subfield code="a">1st ed. 1999</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Wiesbaden</subfield><subfield code="b">Deutscher Universitätsverlag</subfield><subfield code="c">1999</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (VI, 314 p. 42 illus)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="490" ind1="0" ind2=" "><subfield code="a">Fokus Dienstleistungsmarketing</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Sales/Distribution</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Business and Management, general</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Sales management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Business</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Management science</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Management</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Qualität</subfield><subfield code="0">(DE-588)4047966-3</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Servicepolitik</subfield><subfield code="0">(DE-588)4234502-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Unternehmen</subfield><subfield code="0">(DE-588)4061963-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)1071861417</subfield><subfield code="a">Konferenzschrift</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="655" ind1=" " ind2="7"><subfield code="0">(DE-588)4143413-4</subfield><subfield code="a">Aufsatzsammlung</subfield><subfield code="2">gnd-content</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Management</subfield><subfield code="0">(DE-588)4037278-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="2"><subfield code="a">Qualität</subfield><subfield code="0">(DE-588)4047966-3</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="1" ind2="0"><subfield code="a">Unternehmen</subfield><subfield code="0">(DE-588)4061963-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2="1"><subfield code="a">Servicepolitik</subfield><subfield code="0">(DE-588)4234502-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2="2"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="1" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="689" ind1="2" ind2="0"><subfield code="a">Dienstleistung</subfield><subfield code="0">(DE-588)4012178-1</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="2" ind2="1"><subfield code="a">Qualitätsmanagement</subfield><subfield code="0">(DE-588)4219057-5</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="2" ind2=" "><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Stauss, Bernd</subfield><subfield code="4">edt</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Lemmink, Jos</subfield><subfield code="4">edt</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Kunst, Paul</subfield><subfield code="4">edt</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Druck-Ausgabe</subfield><subfield code="z">9783322909824</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Druck-Ausgabe</subfield><subfield code="z">9783824467808</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://doi.org/10.1007/978-3-322-90981-7</subfield><subfield code="x">Verlag</subfield><subfield code="z">URL des Erstveröffentlichers</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-2-SBE</subfield><subfield code="a">ZDB-2-BAE</subfield></datafield><datafield tag="940" ind1="1" ind2=" "><subfield code="q">ZDB-2-SBE_Archiv</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-032282842</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://doi.org/10.1007/978-3-322-90981-7</subfield><subfield code="l">BTU01</subfield><subfield code="p">ZDB-2-SBE</subfield><subfield code="q">ZDB-2-SBE_Archiv</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| genre | (DE-588)1071861417 Konferenzschrift gnd-content (DE-588)4143413-4 Aufsatzsammlung gnd-content |
| genre_facet | Konferenzschrift Aufsatzsammlung |
| id | DE-604.BV046872710 |
| illustrated | Not Illustrated |
| index_date | 2024-07-03T15:15:38Z |
| indexdate | 2024-07-10T08:56:10Z |
| institution | BVB |
| isbn | 9783322909817 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-032282842 |
| oclc_num | 903195919 |
| open_access_boolean | |
| owner | DE-634 |
| owner_facet | DE-634 |
| physical | 1 Online-Ressource (VI, 314 p. 42 illus) |
| psigel | ZDB-2-SBE ZDB-2-BAE ZDB-2-SBE_Archiv ZDB-2-SBE ZDB-2-SBE_Archiv |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Deutscher Universitätsverlag |
| record_format | marc |
| series2 | Fokus Dienstleistungsmarketing |
| spelling | Service Quality and Management edited by Bernd Stauss, Jos Lemmink, Paul Kunst 1st ed. 1999 Wiesbaden Deutscher Universitätsverlag 1999 1 Online-Ressource (VI, 314 p. 42 illus) txt rdacontent c rdamedia cr rdacarrier Fokus Dienstleistungsmarketing Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management Sales/Distribution Business and Management, general Management Sales management Business Management science Qualität (DE-588)4047966-3 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf Unternehmen (DE-588)4061963-1 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf (DE-588)1071861417 Konferenzschrift gnd-content (DE-588)4143413-4 Aufsatzsammlung gnd-content Management (DE-588)4037278-9 s Dienstleistung (DE-588)4012178-1 s Qualität (DE-588)4047966-3 s DE-604 Unternehmen (DE-588)4061963-1 s Servicepolitik (DE-588)4234502-9 s Qualitätsmanagement (DE-588)4219057-5 s Stauss, Bernd edt Lemmink, Jos edt Kunst, Paul edt Erscheint auch als Druck-Ausgabe 9783322909824 Erscheint auch als Druck-Ausgabe 9783824467808 https://doi.org/10.1007/978-3-322-90981-7 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Service Quality and Management Sales/Distribution Business and Management, general Management Sales management Business Management science Qualität (DE-588)4047966-3 gnd Servicepolitik (DE-588)4234502-9 gnd Unternehmen (DE-588)4061963-1 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4047966-3 (DE-588)4234502-9 (DE-588)4061963-1 (DE-588)4012178-1 (DE-588)4037278-9 (DE-588)4219057-5 (DE-588)1071861417 (DE-588)4143413-4 |
| title | Service Quality and Management |
| title_auth | Service Quality and Management |
| title_exact_search | Service Quality and Management |
| title_exact_search_txtP | Service Quality and Management |
| title_full | Service Quality and Management edited by Bernd Stauss, Jos Lemmink, Paul Kunst |
| title_fullStr | Service Quality and Management edited by Bernd Stauss, Jos Lemmink, Paul Kunst |
| title_full_unstemmed | Service Quality and Management edited by Bernd Stauss, Jos Lemmink, Paul Kunst |
| title_short | Service Quality and Management |
| title_sort | service quality and management |
| topic | Sales/Distribution Business and Management, general Management Sales management Business Management science Qualität (DE-588)4047966-3 gnd Servicepolitik (DE-588)4234502-9 gnd Unternehmen (DE-588)4061963-1 gnd Dienstleistung (DE-588)4012178-1 gnd Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Sales/Distribution Business and Management, general Management Sales management Business Management science Qualität Servicepolitik Unternehmen Dienstleistung Qualitätsmanagement Konferenzschrift Aufsatzsammlung |
| url | https://doi.org/10.1007/978-3-322-90981-7 |
| work_keys_str_mv | AT staussbernd servicequalityandmanagement AT lemminkjos servicequalityandmanagement AT kunstpaul servicequalityandmanagement |