| 000 -LEADER |
|---|
| fixed length control field |
01263cam a22002894a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
13546360 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20120703114529.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
040402s2004 enka b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2004007805 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0566085380 (alk. paper) |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.C6636 2004 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Cook, Sarah, |
| Dates associated with a name |
1955- |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Measuring customer service effectiveness / |
| Statement of responsibility, etc |
Sarah Cook. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Aldershot, Hants, England ; |
| -- |
Burlington, VT : |
| Name of publisher, distributor, etc |
Gower, |
| Date of publication, distribution, etc |
c2004. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
viii, 160 p. : |
| Other physical details |
ill. ; |
| Dimensions |
25 cm. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references (p. [153]-155) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
The business case for measurement -- Preparating to measure customer service -- Qualitative customer service measurement methods -- Quantitative research methods -- Measuring internal service quality -- Benchmarking -- Analysing and communicating the results -- Acting on results. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Quality control. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Evaluation. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Management. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents |
| Uniform Resource Identifier |
http://www.loc.gov/catdir/toc/ecip0416/2004007805.html |
| 925 0# - |
|---|
| -- |
acquire |
| -- |
2 shelf copies |
| -- |
policy default |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |