Service Quality Management in Hospitality, Tourism, and Leisure
Service Quality Management in Hospitality, Tourism, and Leisure

Author: Connie Mok

Publisher: Routledge

Published: 2013-01-11

Total Pages: 360

ISBN-13: 1136386637

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Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Service Quality for Facilities Management in Hospitals
Service Quality for Facilities Management in Hospitals

Author: Low Sui Pheng

Publisher: Springer

Published: 2016-05-12

Total Pages: 150

ISBN-13: 9811009562

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This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.

Quality Management for Services
Quality Management for Services

Author: Manfred Bruhn

Publisher: Springer Nature

Published: 2023

Total Pages: 645

ISBN-13: 3662670321

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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, implementation and controlling 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 previous 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. The contents Principles 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 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 Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.

Service Quality and Management
Service Quality and Management

Author: Bernd Stauss

Publisher: Springer Science & Business Media

Published: 2013-06-29

Total Pages: 307

ISBN-13: 3322909816

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Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management.

A Study of Quality Management of Official Statistics in China
A Study of Quality Management of Official Statistics in China

Author: Wuyi Zeng

Publisher: Springer Nature

Published: 2022-01-01

Total Pages: 225

ISBN-13: 9813366028

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This book focuses on how to improve the quality management of official statistics in China. Official statistics help to build an overview of China’s social and economic development and play an important role in policymaking for government as well as in decision-making for enterprises. Because of the great value in reference, the quality of official statistics also constitutes the concern from the public. This book summarizes three levels for understanding the concept of the quality of official statistics and analyzes possible affections from social and economic environment, political and management perspectives. Government statistical data is an important information reflecting China’s economic and social development, an important tool for Party committees at all levels, governments, enterprises and the public to understand and grasp China’s economic operation and social development, an important basis for Party committees and governments at all levels to conduct economic and social management and decision-making and an important reference for enterprises and the public to make decisions on production, operation, investment and consumption. Therefore, the government, enterprises and the public at all levels are demanding more and more government statistics. Accordingly, the quality of government statistical data is becoming more and more important, because it concerns the objectivity and accuracy of government statistical data, the scientificity of economic and social management, the decision-making of Party committees, the correctness of production, operation, investment and consumption decisions of enterprises and the public. Therefore, the quality of government statistical data is extremely important, which is not only the focus of social concern, but also the core issue of government statistics.

Quality Management for Competitive Advantage in Global Markets
Quality Management for Competitive Advantage in Global Markets

Author: Saiz-Álvarez, José Manuel

Publisher: IGI Global

Published: 2020-09-04

Total Pages: 297

ISBN-13: 1799850374

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Quality should be treated as a culture of success in the market. Enterprises focused on quality will survive in the long term in this new environment because quality is what may create a real and robust link between a company and its clients, and these clients should always be considered the heart of any business; without them, there is neither option nor sense to continue any activity in a company. Quality Management for Competitive Advantage in Global Markets is an essential reference source that discusses the importance of quality practices and global market practices. With research that allows practitioners to improve their understanding of the strategic role of quality in the information and knowledge society, it focuses on describing a global economy formed by networks, organizations, teams, workgroups, information systems, and finally, actors in networked environments. Featuring research on topics such as consumer satisfaction, human capital, and quality management, the target audience of this book is composed of professionals and researchers working in the field of information and knowledge management in various disciplines including library, information and communication sciences, administrative sciences and management, education, adult education, sociology, computer science, and information technology. Moreover, the book provides insights and supports executives concerned with the management of expertise, knowledge, information, and organizational development in different types of work communities and environments.

Information System Quality Management: A Theoretical Approach
Information System Quality Management: A Theoretical Approach

Author: Georgy Isayev

Publisher: Animedia Company

Published: 2019

Total Pages: 290

ISBN-13: 8074993469

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The monograph examines a number of issues related to the information system quality management paradigm. The information systems are applied to organizational and management domains. The book covers the fundamentals of information system quality management, and their quality improvement. The creation of models, algorithms, methods, and tools for improving the information system quality in terms of system development, operation, and evolution is also considered. A comprehensive information system quality management system is proposed as a quality improvement tool, and as a new category of information and control systems. Goals, objectives, functions, structure, development and functioning of such systems are presented. The book is intended for information system developers, experts, researchers, doctorate students who deal with the information system quality assurance, and for university students majoring in Applied Computer Science, Computer Science for Business, Information Technology, Automated Systems, Information Management, and similar subjects.