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Qualitative Inhaltsanalyse zum Nachweis von Service Excellence Elementen innerhalb europäischer Vergabeverfahren- Diskussion gewonnener Ergebnisse und Schlussfolgerung


  • Dornbach, Frauke-Julia

    () (DBA-Student Cyprus International University, Nicosia, Zypern)


"Quality has its price."- Is this principle also valid for services within the infrastructural facility mana­ gement (IFM)? The European public procurement (Epp) has, cf. to contract procedures for services (VOL), a conside­ rableeconomic importance. Besides price battles and competition, quality gains more and more attention. Customers areasking for"Service". Over the last four years, the themes service excellen­ ce, customer satisfaction and employee enthusiasm have developed strongly. Tue doubts as to their importance for business success today are elimi­ nated largely. Now the question arises how service excellence, customer delight and employee enthu­ siasm can be implemented, managed and measured (see Gouthier, 2013). Are there elements of service excellence in the framework of public procurement procedures within theiFMindustry and if yes, towhat extent can they be used for a successful participation in the procurement procedures and is Service Excellence certification for small and medium enterprises (SMEs) feasible in marketing oreven recommended? Based on a systematic and critical literature review and a qualitative content analysis cf. Mayring, this article discusses the obtained results and represents the conclusion to the formulated research questions: Are there elements of Service Excellence in the framework of public procurement procedures within the iFM industry? Can service excellence be considered as marketing instrument within the iFM industry?

Suggested Citation

  • Dornbach, Frauke-Julia, 2016. "Qualitative Inhaltsanalyse zum Nachweis von Service Excellence Elementen innerhalb europäischer Vergabeverfahren- Diskussion gewonnener Ergebnisse und Schlussfolgerung," Zeitschrift für interdisziplinäre ökonomische Forschung, Allensbach Hochschule, issue 2, pages 59-66, November.
  • Handle: RePEc:ris:zfioef:0037

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    More about this item


    Qualitative content analysis; service excellence; marketing tool; service marketing; European public procurement; VOL; procurement procedures; evaluation matrix; infrastructure facility management; quality management;

    JEL classification:

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


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