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Focusing on service quality management, the book offers a comprehensive, scientifically grounded approach that aligns with management processes. It covers crucial aspects such as measuring service quality, controlling quality, and managing customer expectations. Additionally, it details the implementation of quality management systems in accordance with ISO 9000 standards and the EFQM model, emphasizing effective and efficient quality control methods.
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Quality Management for Services, Manfred Bruhn
- Language
- Released
- 2024
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- (Paperback)
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