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 - Couverture souple

Kachwala, Tohid; B Prajapati, Dr.

Couverture souple

ISBN 10 : 384432836X ISBN 13 : 9783844328363

Editeur : LAP Lambert Academic Publishing, 2011

Synopsis

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.

A propos du livre

À propos de l'auteur

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

Détails de l'édition

• Éditeur: LAP Lambert Academic Publishing
• Date d'édition: 2011
• Langue: anglais
• ISBN 10: 384432836X
• ISBN 13: 9783844328363
• Reliure: Broché
• Nombre de pages: 460
• Coordonnées du fabricant: non disponible
• Personne responsable: KreGa Onlinehandel GmbH; 4950000000000; info@krega-onlinehandel.de; ; Birkenweg 31; Brakel; 33034; Allemagne