Praeg, Claus-Peter (contributor); Spath, Dieter. (contributor) - 2011
management"--Provided by publisher. …1. IT service quality management / Dieter Spath, Wilhelm Bauer, Claus-Peter Praeg -- 2. e-Service quality / Jose … Barrutia, Ainhize Gilsanz -- 3. Methods for service quality assurance / Manfred Bruhn -- 4. Quality management for IT services …