The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value (Record no. 8040)

MARC details
000 -LEADER
fixed length control field 01545nam a22002171a 4500
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 0684832569
Terms of availability 0.00
041 ## - LANGUAGE CODE
Language code of text/sound track or separate title English
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
Item number HES
100 ## - MAIN ENTRY--PERSONAL NAME
Personal name Heskett, James L.
245 ## - TITLE STATEMENT
Title The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value
Statement of responsibility, etc. James L. Heskett; W. Earl Sasser, Jr.; Leonard A. Schlesinger
Medium [Text]
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT)
Place of publication, distribution, etc. New York, NY
Name of publisher, distributor, etc. The Free Press
Date of publication, distribution, etc. 1997
300 ## - PHYSICAL DESCRIPTION
Extent 301 p. : ill. index : notes ; 25 cm.
500 ## - GENERAL NOTE
General note 1. Setting the Record Straight 2. Capitalizing on the Serice Profit Chain 3. Managing by the Customer Value Equation 4. Rethinking Marketing: Building Customer Loyalty 5. Attaining Total Customer Satisfaction: Not Whether but When 6. Managing the Customer-Employee "Satisfaction Mirror" 7. Building a Cycle of Capability 8. Developing Processes That Deliver Value 9. Designing Service Delivery Systems That Drive Quality, Productivity, and Value 10. Attaining Total Customer Satisfaction: Doing Things Right the Second Time 11. Measuring for Effective Management 12. Reengineering the Service Organization for Capability: Gains and Pains 13. Leading and Living Service Profit Chain Management 14. Auditing Service Profit Chain Management Success.
600 ## - SUBJECT ADDED ENTRY--PERSONAL NAME
Personal name Consumer satisfaction
Personal name Customer services - Management
Personal name Employee loyalty - Loialitatea angajatilor - Лояльность сотрудников
Personal name Industrial productivity
891 ## -
-- Management
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type Book_General
Holdings
Withdrawn status Lost status Damaged status Not for loan Home library Current library Date acquired Source of acquisition Cost, normal purchase price Total Checkouts Total Renewals Full call number Barcode Date last seen Date last checked out Price effective from Koha item type
        Universitatea Divitia Gratiae Universitatea Divitia Gratiae 16/10/2013 Myron D. Williams (TCMI) 273.00 1 1 658.812 HES 0214192542 12/07/2022 28/11/2019 19/03/2015 Book_General