MARC details
000 -LEADER |
fixed length control field |
01291nam a22002657a 4500 |
003 - CONTROL NUMBER IDENTIFIER |
control field |
CUTN |
005 - DATE AND TIME OF LATEST TRANSACTION |
control field |
20201022160059.0 |
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
fixed length control field |
201022b ||||| |||| 00| 0 eng d |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
9788184082425 |
020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
International Standard Book Number |
8184082428 |
041 ## - LANGUAGE CODE |
Language |
English |
082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
Edition number |
22 |
Classification number |
025.52 |
Item number |
HER |
100 ## - MAIN ENTRY--PERSONAL NAME |
Personal name |
Hernon, Peter. |
245 ## - TITLE STATEMENT |
Title |
Delivering satisfaction and service quality : |
Remainder of title |
A customer-based approach for libraries/ |
Statement of responsibility, etc |
Peter Hernon and John R. Whitman. |
250 ## - EDITION STATEMENT |
Edition statement |
1st Indiana ed. |
260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
Place of publication, distribution, etc |
New Delhi : |
Name of publisher, distributor, etc |
Indiana Publishing House, |
Date of publication, distribution, etc |
2013. |
300 ## - PHYSICAL DESCRIPTION |
Extent |
xiv, 181 pages : |
Other physical details |
illustrations ; |
Dimensions |
30 cm. |
440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
Title |
American Library Association Series |
505 ## - FORMATTED CONTENTS NOTE |
Title |
1. Understanding customer service |
-- |
2. Understanding service quality |
-- |
3.Understanding customer satisfaction |
-- |
4. The framework for improving service quality and customer satisfaction over time |
-- |
5. Developing and implementing a service plan |
-- |
6. Assessing and evaluating satisfaction |
-- |
7. Using computer technology to conduct surveys |
-- |
8. Analyzing survey results |
-- |
9. The challenges to being successful |
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Reference services (Libraries) -- United States -- Management. |
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Consumer satisfaction -- United States. |
650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
Topical term or geographic name as entry element |
Consumer satisfaction. |
700 ## - ADDED ENTRY--PERSONAL NAME |
Personal name |
Whitman, John R. |
942 ## - ADDED ENTRY ELEMENTS (KOHA) |
Source of classification or shelving scheme |
Dewey Decimal Classification |
Koha item type |
General Books |