Delivering quality service: balancing customer perceptions and expectations (Record no. 566570)
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000 -LEADER | |
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fixed length control field | 00975nam a2200205Ia 4500 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
fixed length control field | 160127s9999 xx 000 0 und d |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
International Standard Book Number | 0029357012 |
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
Classification number | 658.812 |
Cutter | ZEI |
100 ## - MAIN ENTRY--PERSONAL NAME | |
Personal name | Zeithaml, Valarie A. |
245 ## - TITLE STATEMENT | |
Title | Delivering quality service: balancing customer perceptions and expectations |
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
Name of publisher, distributor, etc | Free Press |
Place of publication, distribution, etc | New York |
Date of publication, distribution, etc | 1990 |
300 ## - PHYSICAL DESCRIPTION | |
Extent | 226 |
365 ## - TRADE PRICE | |
Price type code | 1962.00 |
520 ## - SUMMARY, ETC. | |
Summary, etc | "Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's." |
600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
Personal name | Mathematical models |
600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
Personal name | Quality control |
600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME | |
Personal name | Service industries |
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM | |
Topical term or geographic name as entry element | Customer services. |
942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
Source of classification or shelving scheme | Dewey Decimal Classification |
Item type | Books |
Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Collection code | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Cost, normal purchase price | Full call number | Barcode | Date last seen | Koha item type |
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Dewey Decimal Classification | Symbiosis Institute of Business Management - Hyderabad | Symbiosis Institute of Business Management - Hyderabad | General | 27/01/2016 | World Book Links | 1962.00 | 658.812 ZEI | SIBMH-B-4522 | 04/05/2018 | Books |