MARC details
000 -LEADER |
fixed length control field |
01807cam a2200409 a 4500 |
001 - CONTROL NUMBER |
control field |
21303442 |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20201215151035.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
900302s1990 nyua b 001 0 eng |
010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
LC control number |
90034202 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
0029146755 : |
Terms of availability |
$27.95 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9780029146750 : |
Terms of availability |
$27.95 |
040 ## - CATALOGING SOURCE |
Original cataloging agency |
DLC |
Transcribing agency |
DLC |
Modifying agency |
CPO |
049 ## - LOCAL HOLDINGS (OCLC) |
Holding library |
TIZA |
Local codes |
24370 |
072 #7 - SUBJECT CATEGORY CODE |
Subject category code |
KNS |
Source |
thema |
072 #7 - SUBJECT CATEGORY CODE |
Subject category code |
KJM |
Source |
thema |
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
Classification number |
658.812 |
100 1# - MAIN ENTRY--PERSONAL NAME |
Personal name |
Heskett, James L. |
9 (RLIN) |
43658 |
245 10 - TITLE STATEMENT |
Title |
Service breakthroughs : |
Remainder of title |
changing the rules of the game / |
Statement of responsibility, etc. |
James L. Heskett, W. Earl Sasser, Jr., Christopher W.L. Hart. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. |
Place of publication, distribution, etc. |
New York : |
Name of publisher, distributor, etc. |
Free Press ; |
Place of publication, distribution, etc. |
Toronto : |
Name of publisher, distributor, etc. |
Collier Macmillan, |
Date of publication, distribution, etc. |
c1990. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
xii, 306 p. : |
Other physical details |
ill. ; |
Dimensions |
25 cm. |
500 ## - GENERAL NOTE |
General note |
CW083, CW121 |
500 ## - GENERAL NOTE |
General note |
CW838 |
504 ## - BIBLIOGRAPHY, ETC. NOTE |
Bibliography, etc. note |
Includes bibliographical references (p. 279-293) and index. |
505 0# - FORMATTED CONTENTS NOTE |
Formatted contents note |
Creating breakthrough services -- Developing a vision of the business -- Building customer loyalty -- Focusing and positioning the service -- Determining the true costs and benefits of service quality -- Developing devices for achieving total customer satisfaction -- Managing for quality and productivity gains -- Managing demand and supply -- Managing networks -- Managing information technologies -- Mobilizing people -- Organizing work -- Conceiving future breakthroughs -- Realizing service breakthroughs. |
590 ## - LOCAL NOTE (RLIN) |
a |
22.95 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Customer services. |
9 (RLIN) |
2749 |
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Sales management. |
9 (RLIN) |
7187 |
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Hospitality & service industries |
Source of heading or term |
thema |
9 (RLIN) |
43659 |
650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name entry element |
Management & management techniques |
Source of heading or term |
thema |
9 (RLIN) |
43660 |
700 1# - ADDED ENTRY--PERSONAL NAME |
Personal name |
Sasser, W. Earl. |
9 (RLIN) |
12927 |
700 1# - ADDED ENTRY--PERSONAL NAME |
Personal name |
Hart, Christopher W. L. |
9 (RLIN) |
21601 |
902 ## - LOCAL DATA ELEMENT B, LDB (RLIN) |
a |
150831 |
903 ## - LOCAL DATA ELEMENT C, LDC (RLIN) |
a |
MARS |
907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
a |
.b10074818 |
b |
cstor |
c |
- |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Suppress in OPAC |
0 |
998 ## - LOCAL CONTROL INFORMATION (RLIN) |
Operator's initials, OID (RLIN) |
1 |
Cataloger's initials, CIN (RLIN) |
010425 |
First Date, FD (RLIN) |
m |
Local |
a |
-- |
- |
-- |
0 |