Delivering quality service: balancing customer perceptions and expectations (Record no. 566570)

MARC details
000 -LEADER
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
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Collection code Home library Current library Shelving location Date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
    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