Efnisyfirlit

• Cover
• Front Matter
• Part I. Basics of Quality Management for Services
• 1. Importance of Quality Management for Service Companies
• 2. Conceptual Basics of Service Quality
• 3. Conceptual Basics of Quality Management for Services
• Part II. Analysis of Service Quality
• 4. Models of Service Quality
• 5. Measuring Service Quality
• Part III. Planning the Quality Management for Services
• 6. Strategic Orientation of Quality Management for Services
• 7. Operational Design of Expectation Management for Services
• 8. Operational Design of Quality Management for Services
• Part IV. Implementation of Quality Management for Services
• 9. Implementation of Quality Management for Services
• 10. Importance of Quality Awards for Service Companies
• 11. Certification of the Quality Management of Service Companies
• Part V. Quality Controlling for Services
• 12. Concept of Quality Controlling for Services
• 13. Process Controls in Quality Management
• 14. Effectiveness Controls in Quality Management
• 15. Efficiency Controls of Quality Management
• 16. Summary: Ten Steps to Successful Quality Management for Services