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Manfred Bruhn
Qualitätsmanagement für Dienstleistungen [PDF ebook]
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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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Bahasa Jerman ● Format PDF ● ISBN 9783662096130 ● Penerbit Springer Berlin Heidelberg ● Diterbitkan 2013 ● Muat turun 3 kali ● Mata wang EUR ● ID 6595638 ● Salin perlindungan Adobe DRM

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