Strategic Orientation of Quality Management for Services

Manfred Bruhn ()
Additional contact information
Manfred Bruhn: University Basel

Chapter Chapter 6 in Quality Management for Services, 2023, pp 229-266 from Springer

Abstract: Abstract The increasing quality requirements of the various stakeholder groups of service companies have not only brought about new methods for measuring service quality, but above all have changed the companies’ perspective towards a stronger strategic and comprehensive quality orientation. Such a holistic orientation of the entire service company towards quality requires the development and implementation of a company-specific quality management concept that meets the specific features of the company. Accordingly, various requirements, goals, principles and instruments of quality management are discussed in this chapter. Based on this, different types of quality management strategies are discussed, which relate to the expectation of the service quality as well as the creation of the service quality.

Date: 2023
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-67032-3_6

Ordering information: This item can be ordered from
http://www.springer.com/9783662670323

DOI: 10.1007/978-3-662-67032-3_6

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().