Titlebook: Quality Management for Services; Handbook for Success Manfred Bruhn Book 20231st edition The Editor(s) (if applicable) and The Author(s), u

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Conceptual Basics of Service Qualityis on the basics of service quality. This includes the various influencing factors of service quality. Based on empirical findings, the dimensions of service quality are shown—the potential, process and result quality. They often form the basis for the design of service quality management. On the ot

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Models of Service Qualityation and discussion of the best-known and most important models, it becomes clear in the context of this chapter that the so-called GAP model has gained international importance. As a result, the approach of the GAP model has been modified and adapted for different application areas and industries

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Operational Design of Expectation Management for Services, it is not only the task of a comprehensive service quality management system to control the quality of the services provided. Rather, the customer-side expectations also form a decisive control variable for the management of service quality. Accordingly, this chapter provides a consideration of th

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Implementation of Quality Management for Servicesntation of quality management are examined in detail within this chapter. A central prerequisite for the implementation of quality management is the situational specification of the quality requirements as well as their anchoring in the structures, systems and culture of the company. However, before