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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Effectiveness Controls in Quality Managementuality. In doing so, relevant effect components are derived as target variables of effectiveness control and instruments for checking the achievement of targets are shown using specific examples. A final critical assessment shows the advantages and disadvantages of effectiveness control within quality management.

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Operational Design of Expectation Management for Servicess, a measurement and control of customer expectations is possible. The approaches discussed in this context are distinguished by direct (e.g. guarantees) and indirect (e.g. service promises) measures of “expectation management” and presented in detail.

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Book 20231st editiony management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management

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