Service Quality Management

During the lecture the models of service quality, methods for service quality assessment, service marketing concepts are presented. The methods for devising/planning service quality, monitoring and measuring service quality and satisfaction are described.

Literatura podstawowa:

B. Dale, T. Wiele, J. Iwaarden, Managing Quality 5th ed. Oxford: Blackwell Publishing, 2007; W. E. Deming, Out Of The Crisis, The Mit Press, 2000

Literatura uzupełniająca:

D. Juneja, S. Ahmad, S. Kumar, Adaptability of Total Quality Management to service sector, "International Journal of Computer Science & Management Studies", Vol. 11, Issue 02, August 2011, pp.93-98; P. Mella, The quality policy in value based management, "The Journal of American Academy of Business", Cambridge, Vol.17, Num 1, 2011, pp. 168-180; I. Ograjensek, Service quality, Statistical Practice in Business and Industry, (eds.) S.Y. Coleman, T. Greenfield, D. Stewardson, D. Montgomery, John Wiley&Sons, Ltd., 2008; R. Reid, N. Sanders, Operations Management, 4th Edition; Wiley 2011, s.136-169; P. Sampaio, P. Saraiva, A. Guimares Rodrigues, ISO 9001 certification research: questions, answers and approaches, "International Journal of Quality&Reliability Management", Vol. 26/2009 Iss: 1 pp. 38-58

egzamin testowy: 80.00%

projekty: 20.00%