000			02026cam a2200457 a 4500
001			winningservicega00schn
003			CaSfIA
005			20140120102312.0
007			cr||||
008			940817s1995 maua b 001 0 eng
010			_a 94034590
040			_aDLC _cDLC _dCNU _dNLGGC _dBAKER _dBTCTA _dLVB _dYDXCP _dOCLCG _dCaSfIA
020			_a0875845703 (alk. paper)
020			_a9780875845708 (alk. paper)
035			_a(OCoLC)31076335
050	0	0	_aHF5415.5 _b.S34 1995
082	0	0	_a658.8/12 _220
084			_a85.40 _2bcl
100	1		_aSchneider, Benjamin, _d1938-
245	1	0	_aWinning the service game / _h[electronic resource] _cBenjamin Schneider, David E. Bowen.
260			_aBoston, Mass. : _bHarvard Business School Press, _cc1995.
300			_axi, 295 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references (p. 261-283) and index.
505	0		_aBuilding a winning service organization by mastering the rules of the game -- Meeting customer expectations -- Respecting customer needs -- Utilizing customer talents -- Managing personal contact through hiring and training -- Managing personal contact through reward systems -- Managing nonpersonal contact with a personal touch -- Designing a customer-focused service system -- Creating a service culture.
650		0	_aCustomer services _xManagement.
650		0	_aEmployees _xTraining of.
650		0	_aIncentives in industry.
650	1	7	_aKwaliteitszorg. _2gtt
650	1	7	_aKlantenservice. _2gtt
650		6	_aService à la clientèle _xGestion.
650		6	_aPersonnel _xFormation.
650		6	_aStimulants dans l'industrie.
700	1		_aBowen, David Earl.
856	4	1	_uhttp://www.archive.org/details/winningservicega00schn _zFree eBook from the Internet Archive
856	4	2	_uhttp://www.openlibrary.org/books/OL1109219M _zAdditional information and access via Open Library
029	1		_aNLGGC _b122263006
029	1		_aYDXCP _b923333
029	1		_aNZ1 _b5085054
029	1		_aAU@ _b000011212402
942			_cEB
999			_c290873 _d290873