Service excellence in organizations : (Record no. 74237)

MARC details
000 -LEADER
fixed length control field 03365nam a2200625 i 4500
001 - CONTROL NUMBER
control field 9781631577024
003 - CONTROL NUMBER IDENTIFIER
control field BEP
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20240726104650.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 190417s2019 nyua fob 001 0 eng d
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781631577024
Qualifying information
040 ## - CATALOGING SOURCE
Original cataloging agency CaBNVSL
Language of cataloging eng
Description conventions rda
Transcribing agency CaBNVSL
Modifying agency CaBNVSL
050 04 - LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415
Item number .S478 2019
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Urquhart, Fiona,
Relator term Author
245 10 - TITLE STATEMENT
Title Service excellence in organizations :
Remainder of title eight key steps to follow and achieve it
Statement of responsibility, etc. Fiona Urquhart.
250 ## - EDITION STATEMENT
Edition statement First edition.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. New York, New York (222 East 46th Street, New York, NY 10017) :
Name of publisher, distributor, etc. Business Expert Press,
Date of publication, distribution, etc. (c)2019.
300 ## - PHYSICAL DESCRIPTION
Extent 1 online resource (142 pages) :
Other physical details color illustrations
336 ## - CONTENT TYPE
Content type term text
Content type code txt
Source rdacontent
337 ## - MEDIA TYPE
Media type term computer
Media type code c
Source rdamedia
338 ## - CARRIER TYPE
Carrier type term online resource
Carrier type code cr
Source rdacarrier
347 ## - DIGITAL FILE CHARACTERISTICS
File type data file
Source rda
490 1# - SERIES STATEMENT
Series statement Service systems and innovations in business and society collection,
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographies and index.
505 00 - FORMATTED CONTENTS NOTE
Formatted contents note Chapter 1. Introduction to service excellence --
Title Chapter 2. Entice --
-- Chapter 3. Ensure quality --
-- Chapter 4. Establish trust --
-- Chapter 5. Exceeding customer needs and expectations.
520 3# - SUMMARY, ETC.
Summary, etc. In this first volume, the first chapter introduces the distinction between customer service and service excellence and some of the drivers behind this. The way in which the brand acts to draw the customer into a relationship is covered in the second chapter. The third chapter explores aspects of the customer, their behavior, and experience that any organization needs to understand intimately in order to be able to offer a sensitive and responsive service. A huge element of effective service provision and relationship building is trust, and this is the subject of the fourth chapter. The fifth and the final chapter addresses the quality aspects ofservice and the way in which some organizations regularly go above and beyond expectations to delight their customer, keep them coming back, and make them rave about the experience they have in their relationships with the organization.
530 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION COPYRIGHT NOT covered - Click this link to request copyright permission:
Uniform Resource Identifier <a href="b">b</a>
530 ## - COPYRIGHT INFORMATION:
COPYRIGHT INFORMATION
538 ## - SYSTEM DETAILS NOTE
System details note Mode of access: World Wide Web.
538 ## - SYSTEM DETAILS NOTE
System details note System requirements: Adobe Acrobat reader.
588 ## - SOURCE OF DESCRIPTION NOTE
Source of description note Description based on PDF viewed 06/05/2019.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer service.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer service
General subdivision Management.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Customer delight.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Brand engagement.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Service drama.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Servicescape.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Customer activity cycle.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Brand authenticity.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Customer relationship management.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Loyalty.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Advocacy.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Partnering.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Customer lifetime value.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Touchpoints.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Product/service lifecycle.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Change drivers.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Innovation.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Design thinking.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Service development.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Service blueprint.
653 ## - INDEX TERM--UNCONTROLLED
Uncontrolled term Service dominant logic.
655 #0 - INDEX TERM--GENRE/FORM
Genre/form data or focus term Electronic books.
856 41 - ELECTRONIC LOCATION AND ACCESS
Uniform Resource Identifier <a href="https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000895.html">https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000895.html</a>
-- Click here to access this RESOURCE ONLINE | Login using your my.ciu username & password
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Koha item type
DONATED BY:
VENDOR Business Expert Press
Classification part HF5415.5
PUBLICATION YEAR (c)2019
LOCATION
REQUESTED BY:
--
-- NFIC
-- Cynthia Snell
902 ## - LOCAL DATA ELEMENT B, LDB (RLIN)
a 1
b Cynthia Snell
c 1
d Cynthia Snell
Holdings
Withdrawn status Lost status Damaged status Not for loan Collection Home library Current library Shelving location Date acquired Source of acquisition Total Checkouts Full call number Barcode Date last seen Uniform Resource Identifier Price effective from Koha item type
        Non-fiction G. Allen Fleece Library G. Allen Fleece Library   03/20/2023 Business Expert Press   HF5415.5 9781631577024 03/20/2023 https://go.openathens.net/redirector/ciu.edu?url=https://portal.igpublish.com/iglibrary/search/BEPB0000895.html 03/20/2023 Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD)