Qualitätsmanagement und verwandte Ansätze (am bekanntesten: Total Quality Management (TQM)) verbreiten sich immer mehr im Bereich der Dienstleistungen, sowohl im privaten, wie neuerdings unter dem Begriff des "New Public Managements" (NPM) auch im öffentlichen Sektor.(...)

This article presents reflections on the transposition of the private-sector concept of Total Quality Management (TQM) to the public sector.

Die Zielsetzung dieses Beitrags ist es, die Potenziale eines prozessorientierten Qualitätsmanagements (Pfeifer 2001, 55 ff.) zur Absicherung von Call Center Prozessen aufzuzeigen sowie einen Ausblick auf die Herausforderungen der Integration des Kontaktkanals eMail in die Call Center...

This study contains two primary research aims. The first objective is to investigate the structure, dimensions, and indicators of experience quality at glamping resorts. Additionally, the study aims to analyze the interconnections between experience quality, trust, satisfaction, engagement, and...

A national survey of firms that participated in outsourcing relationships was conducted, and service quality and relationship quality were found to be significantly and positively related to each other and both had a significant impact on user satisfaction. However, the intricacies of the causal...

This study examined the nature of linkages between the quality relationship, satisfaction and customer loyalty. Furthermore, trust, commitment and involvement of product categories also tested to see its effect on the relationship quality. This study was conducted in a business-to-business...

Total Quality Management (TQM) is a philosophy aimed at improving businesses as a whole. Some of the benefits lie in the continuous improvement of processes and products and enhanced efficiency of people and machines leading to improved quality overtime. The major thrust of Total Quality...