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 |