Reinhold Rapp 
Kundenzufriedenheit durch Servicequalität [PDF ebook] 
Konzeption – Messung – Umsetzung

Originally published in 1983, Interpretations of Calamity provides a provocative critique of the ‘dominant view’ of research into natural hazards. Throughout the world, there are now many people prof …

This practical book covers all of the fundamentals for obtaining air quality permits for new sources of air pollutant emissions and Title V operating permits for operating sources. Written for facili …

The book unifies quantum theory and the general theory of relativity. As an unsolved problem for about 100 years and influencing so many fields, this is probably of some importance to the scientific …

Category management is one of the biggest contributors of commercial value in the area of procurement and supply chain. With a proven track record of successful delivery since the early 1990s, it hel …

This new book in The LEAN Playbook Series supplies step-by-step guidelines on how to properly implement 5S (Sort, Set in Order, Scrub, Standardize, Sustain) and the visual workplace. This book is ide …

Analyses the economic theory of urban land use in both its positive and normative aspects. …

This title, first published in 1970, provides a comprehensive account of the public finance system in Britain. As well as providing a concise outline of the monetary system as a basis for the realist …

This title was first published in 2001: Product and particularly customer profitability are black holes in most managers’ understanding of their business. Identifying customer revenue is easy but ide …

The need for quality assurance in construction is now widely accepted. As a result, pressure is currently being applied to contractors and those offering professional services to demonstrate QA capab …

Globalization is a pervasive feature of recent industrial and commercial developments, not least in the airline business with concomitant effects on human resource management. This book focuses on th …