Keeping customers / (Record no. 239738)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03768cam a2200529 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | keepingcustomers00svio |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | CaSfIA |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20140120101332.0 |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION | |
| fixed length control field | cr|||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 921016s1993 maua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 92039229 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | |
| Transcribing agency | DLC |
| Modifying agency | PGC |
| -- | BAKER |
| -- | NLGGC |
| -- | BTCTA |
| -- | LVB |
| -- | YDXCP |
| -- | OCLCQ |
| -- | DEBBG |
| -- | CaSfIA |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0875843336 (acid-free paper) : |
| Terms of availability | $29.95 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9780875843339 (acid-free paper) |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)27012902 |
| 043 ## - GEOGRAPHIC AREA CODE | |
| Geographic area code | n-us--- |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.5 |
| Item number | .K45 1993 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.8/12 |
| Edition number | 20 |
| 084 ## - OTHER CLASSIFICATION NUMBER | |
| Classification number | 85.40 |
| Source of number | bcl |
| 084 ## - OTHER CLASSIFICATION NUMBER | |
| Classification number | QP 620 |
| Source of number | rvk |
| 029 1# - (OCLC) | |
| OCLC library identifier | NLGGC |
| System control number | 100400663 |
| 029 1# - (OCLC) | |
| OCLC library identifier | YDXCP |
| System control number | 923248 |
| 029 1# - (OCLC) | |
| OCLC library identifier | NZ1 |
| System control number | 5088674 |
| 029 1# - (OCLC) | |
| OCLC library identifier | AU@ |
| System control number | 000009605915 |
| 029 1# - (OCLC) | |
| OCLC library identifier | DEBBG |
| System control number | BV008326213 |
| 245 00 - TITLE STATEMENT | |
| Title | Keeping customers / |
| Medium | [electronic resource] |
| Statement of responsibility, etc | edited, with an introduction by John J. Sviokla and Benson P. Shapiro. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Boston, MA : |
| Name of publisher, distributor, etc | Harvard Business School Press, |
| Date of publication, distribution, etc | c1993. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xx, 384 p. : |
| Other physical details | ill. ; |
| Dimensions | 25 cm. |
| 440 #4 - SERIES STATEMENT/ADDED ENTRY--TITLE | |
| Title | The Harvard business review book series |
| 500 ## - GENERAL NOTE | |
| General note | Articles originally published in the Harvard business review, 1968-1992. |
| 500 ## - GENERAL NOTE | |
| General note | Companion volume to: Seeking customers. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Put the customer at the heart of your business -- What the hell is "market oriented"? / Benson P. Shapiro -- Marketing is everything / Regis McKenna -- After the sale is over / Theodore Levitt -- Manage the business from the customer's point of view -- Staple yourself to an order / Benson P. Shapiro, V. Kasturi Rangan, and John J. Sviokla -- Designing services that deliver / G. Lynn Shostack -- How to manage customer service / William M. Hutchison, Jr. and John F. Stolle -- Execute with quality -- Competing on the eight dimensions of quality / David A. Garvin -- Quality is more than making a good product / Hirotaka Takeuchi and John A. Quelch -- The power of unconditional service guarantees / Christopher W.L. Hart -- Keep the relationship vibrant -- Make sure your customers keep coming back / F. Stewart DeBruicker and Gregory L. Summe -- Exploit your product's service life cycle / George W. Potts -- Good product support is smart marketing / Milind M. Lele and Uday S. Karmarkar -- The case of the tech service tangle / Benson P. Shapiro -- |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Turn sows' ears into silk purses -- The case of the complaining customer / Dan Finkelman and Tony Goland -- The profitable art of service recovery / Christopher W.L. Hart, James L. Heskett, and W. Earl Sasser, Jr. -- Convert customer satisfaction into profits -- Manage customers for profits (not just sales) / Benson P. Shapiro ... [et al.] -- Suppliers-- manage your customers / Randy Myer -- Zero defections : quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Measure what matters -- How to measure yourself against the best / Frances Gaither Tucker, Seymour M. Zivan, and Robert C. Camp -- Measure costs right : make the right decisions / Robin Cooper and Robert S. Kaplan -- The performance measurement manifesto / Robert G. Eccles. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| Geographic subdivision | United States. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Consumer satisfaction |
| Geographic subdivision | United States. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Service à la clientèle |
| Geographic subdivision | États-Unis. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Consommateurs |
| General subdivision | Satisfaction |
| Geographic subdivision | États-Unis. |
| 650 07 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Aufsatzsammlung. |
| Source of heading or term | swd |
| 650 07 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Kundenmanagement. |
| Source of heading or term | swd |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Sviokla, J. J. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Shapiro, Benson P. |
| 730 0# - ADDED ENTRY--UNIFORM TITLE | |
| Uniform title | Harvard business review. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://www.archive.org/details/keepingcustomers00svio">http://www.archive.org/details/keepingcustomers00svio</a> |
| Public note | Free eBook from the Internet Archive |
| 856 42 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://www.openlibrary.org/books/OL1734379M">http://www.openlibrary.org/books/OL1734379M</a> |
| Public note | Additional information and access via Open Library |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | E-BOOKS |
No items available.
