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Qualitative Inhaltsanalyse zum Nachweis von Service Excellence Elementen innerhalb europäischer Vergabeverfahren – Die Methode und erste Ergebnisse

Author

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  • Dombach, Frauke-Julia

    (DBA Student Cyprus International University)

Abstract

"Quality has its price." - Is this principle also valid for services within the infrastructural facility management (IFM)? The European public procurement (Epp) has, cf. to contract procedures for services (VOL), a considerable economic importance. Besides price battle and competition, quality gains more and more attention. Customers are asking for “Service”. Are there elements of service excellence in the framework of public procurement procedures within the iFM industry and if yes, to what extent can they be used for a successful participation in the procurement procedures? Is Service Excellence certification for small and medium enterprises (SMEs) feasible in marketing or even recommended? Based on a systematic and critical literature review, this article describes the method and first results of a qualitative content analysis cf. Mayring to provide proof of service excellence elements within European procurement procedures.

Suggested Citation

  • Dombach, Frauke-Julia, 2016. "Qualitative Inhaltsanalyse zum Nachweis von Service Excellence Elementen innerhalb europäischer Vergabeverfahren – Die Methode und erste Ergebnisse," Zeitschrift für interdisziplinäre ökonomische Forschung, Allensbach Hochschule, issue 1, pages 44-55, April.
    • Handle: RePEc:ris:zfioef:0005
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    Keywords

    Qualitative; content; analysis; –; service; excellence; –; marketing; tool; –; service; marketing; –; European; public; procurement; –; VOL; –; procurement; procedures; –; evaluation; matrix; –; infrastructure; facility; management; –; quality; management;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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