Conceptual Basics of Quality Management for Services

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

Chapter Chapter 3 in Quality Management for Services, 2023, pp 59-100 from Springer

Abstract: Abstract A comprehensive conceptualization approach forms the basis for professional management of service quality. For this purpose, important concepts within the framework of Total Quality Management are explained in this chapter. Based on this, the conceptual clarity is derived, what is meant by quality management for services. It turns out that the analysis of service quality, quality planning, quality implementation and quality control are important components of a successful quality management system. The chapter concludes with a discussion of new research approaches to the management of service quality. The customer journey management in the context of customer integration, the customer experience management and the management of processes of service transformation are presented.

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_3

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

DOI: 10.1007/978-3-662-67032-3_3

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 ().