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Quality ManagementQuality Management

In: Strategic Management of Professional Service Firms

Author

Listed:
  • Stephan Kaiser

    (Universität der Bundeswehr München, Wirtschafts- und Organisationswissenschaften)

  • Max Josef Ringlstetter

    (Katholische Universität Eichstätt-Ingolstadt, Lehrstuhl für ABWL, Organisation und Personal)

Abstract

Service qualityService Quality Quality is a strategically important resource in professional service firms. It leads to business deals and – in a second step – generates economic profits. Strong market developments and company diversification have recently put more emphasis on the quality of the services provided as a possible differentiation aspect than before. Only if a professional service firm is able to stand out amongst competitors by continuously delivering quality services, will it be rewarded with the client’s trust. This applies even if clients see the purchased service as commodity. Client trust is thus the results, but also the precondition for successful business relations of professional service firms.

Suggested Citation

  • Stephan Kaiser & Max Josef Ringlstetter, 2011. "Quality ManagementQuality Management," Springer Books, in: Strategic Management of Professional Service Firms, chapter 0, pages 39-58, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-16063-9_4
    DOI: 10.1007/978-3-642-16063-9_4
    as

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