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Manfred Bruhn
Qualitätsmanagement für Dienstleistungen [PDF ebook]
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Cover of Manfred Bruhn: Qualitätsmanagement für Dienstleistungen (PDF)

Qualität ist auch für Dienstleistungsunternehmen ein zentraler Erfolgsfaktor. In vielen Dienstleistungsbranchen sind nicht mehr nur die eigentlichen Kernleistungen für den Markterfolg eines Unternehmens entscheidend, sondern insbesondere auch Zusatzleistungen – und dies auf einem qualitativ hochwertigen Niveau. Um dies zu erreichen, ist es notwendig, auch in Dienstleistungsunternehmen ein Qualitätsmanagement einzurichten. Dazu bietet der Autor zahlreiche Hilfestellungen. Er setzt sich mit dem Dienstleistungsbegriff auseinander, diskutiert die Instrumente zur Messung der Dienstleistungsqualität und erörtert Fragen der Organisation und Implementierung des Qualitätsmanagements sowie der Zertifizierung von Dienstleistungen.

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Language German ● Format PDF ● ISBN 9783662096130 ● Publisher Springer Berlin Heidelberg ● Published 2013 ● Downloadable 3 times ● Currency EUR ● ID 6595638 ● Copy protection Adobe DRM

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