Quality ManagementQuality Management

Stephan Kaiser () and Max Josef Ringlstetter ()
Additional contact information
Stephan Kaiser: Universität der Bundeswehr München, Wirtschafts- und Organisationswissenschaften
Max Josef Ringlstetter: Katholische Universität Eichstätt-Ingolstadt, Lehrstuhl für ABWL, Organisation und Personal

Chapter Chapter 4 in Strategic Management of Professional Service Firms, 2011, pp 39-58 from Springer

Abstract: Abstract Service qualityService Quality Quality is a strategically important resource in professional service firms. It leads to business deals and – in a second step – generates economic profits. Strong market developments and company diversification have recently put more emphasis on the quality of the services provided as a possible differentiation aspect than before. Only if a professional service firm is able to stand out amongst competitors by continuously delivering quality services, will it be rewarded with the client’s trust. This applies even if clients see the purchased service as commodity. Client trust is thus the results, but also the precondition for successful business relations of professional service firms.

Keywords: Service Provider; Service Quality; Service Provision; Audit Firm; Client Satisfaction (search for similar items in EconPapers)
Date: 2011
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:978-3-642-16063-9_4

Ordering information: This item can be ordered from
http://www.springer.com/9783642160639

DOI: 10.1007/978-3-642-16063-9_4

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 ().