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Quality Management for Services

Handbook for Successful Quality Management. Principles – Concepts – Methods

  • Book
  • © 2023


  • Ensuring and increasing the quality of service
  • State of the art of quality management
  • Analysis, planning, management and control of quality management

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Table of contents (16 chapters)

  1. Basics of Quality Management for Services

  2. Analysis of Service Quality

  3. Planning the Quality Management for Services

  4. Implementation of Quality Management for Services

  5. Quality Controlling for Services


About this book

This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality 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, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.

In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.

In the 12th edition, all chapters have been updated. In particular, thenew version of the EFQM Model 2020 has been comprehensively presented.

The contents

  • Basics of quality management for services
  • Analysis of service quality
  • Planning and control of quality management for services
  • Implementation of quality management for services
  • Quality controlling for services

Authors and Affiliations

  • Faculty of Business and Economics, Marketing and Corporate Management, University Basel, Basel, Switzerland

    Manfred Bruhn

About the author

Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Economics of the University of Basel and Honorary Professor at the Technical University of Munich.

Bibliographic Information

  • Book Title: Quality Management for Services

  • Book Subtitle: Handbook for Successful Quality Management. Principles – Concepts – Methods

  • Authors: Manfred Bruhn

  • DOI:

  • Publisher: Springer Berlin, Heidelberg

  • eBook Packages: Business and Management, Business and Management (R0)

  • Copyright Information: The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer-Verlag GmbH, DE, part of Springer Nature 2023

  • Hardcover ISBN: 978-3-662-67031-6Published: 29 July 2023

  • Softcover ISBN: 978-3-662-67034-7Due: 29 August 2023

  • eBook ISBN: 978-3-662-67032-3Published: 28 July 2023

  • Edition Number: 1

  • Number of Pages: XXV, 634

  • Number of Illustrations: 1 b/w illustrations, 309 illustrations in colour

  • Topics: Services, Industries, Customer Relationship Management

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