December 2014
Beginner to intermediate
706 pages
24h 45m
German
Content preview from Marketing-Management in der Hotellerie, 3rd Edition
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1 Qualitätsmanagement in der Hotellerie
1.1 Begriff und Dimensionen der Dienstleistungsqualität
Qualität gilt wie bereits mehrfach angesprochen als ausschlaggebender Faktor für den Erfolg eines Dienstleistungsunternehmens. Da die Bedeutung des Wortes Qualität (etymologisch: Beschaffenheit, Eigenschaft, Güte oder Wert) an sich wertneutral ist – es gibt gute und schlechte Qualität – ist die eindeutige Festlegung eines unternehmensspezifischen Qualitätsbegriffs Voraussetzung, um zu einem klaren Verständnis für Qualitätsaspekte im Unternehmen zu gelangen. Der Zugang zum Begriff der Qualität ist dabei durchaus komplex und spiegelt sich in der Vielfalt der Ansätze der betriebswirtschaftlichen Literatur wider, den Qualitätsbegriff umfassend und abschließend ...
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