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Study of Impact of Quality Management Practices in Services Companies: TQM from Service provider's perception and Service Quality from Customer's ... MBA Education Institutes and Indian Hotels - Softcover

Kachwala, Tohid; B Prajapati, Dr.

 
9783844328363: Study of Impact of Quality Management Practices in Services Companies: TQM from Service provider's perception and Service Quality from Customer's ... MBA Education Institutes and Indian Hotels
Softcover
ISBN 10: 384432836X ISBN 13: 9783844328363
Verlag: LAP LAMBERT Academic Publishing, 2011

Inhaltsangabe

The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz:(i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality management practices in Service Industries both from Customer's perspective (SQM) & Service provider's perspective (TQM). The Model will help in the management decision making process by identifying areas of concern for successful implementation of Quality management practices. The research work can be used as a reference guide by the Service industries aspiring to implement Quality practices within the constraints of our environment / society. The study can form a base for academicians & researchers for further advanced studies in Service Industries.

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Über die Autorin bzw. den Autor

Tohid Kachwala is a B.E.(Mech)from VJTI, MAM (1st rank in Mumbai University) & PhD in Management from NGU. Presently Professor at NMIMS University B.A.Prajapati possesses M.Com., PGDBF (ICFAI), PGDFM (S.P. University), FDPM (IIM Ahmedabad) and Ph.D. in Business Studies (S.P.University). Presently Pro Vice Chancellor South Gujarat University

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Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2011
Sprache
Englisch
ISBN 10 
384432836X
ISBN 13 
9783844328363
Einband
Taschenbuch
Anzahl der Seiten
460
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
Fromm
customerservice@vdm-vsg.de

Brivibas gatve 197
Riga
1039
Lettland