| 000 -LEADER |
|---|
| fixed length control field |
03191nam a22003377a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20260615122345.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
260615b |||||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780139786020 [paperback] |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
University of Cebu-Banilad |
| Transcribing agency |
University of Cebu-Banilad |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Tocquer, Gerard A., |
| Relator term |
author. |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Service Asia : |
| Remainder of title |
how the tigers can keep their stripes / |
| Statement of responsibility, etc |
Gerard A. Tocquer, Chan Cudennec. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Singapore : |
| Name of publisher, distributor, etc |
Simon & Schuster (Asia) Pre Ltd, |
| Date of publication, distribution, etc |
c1998. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xii, 212 pages : |
| Other physical details |
illustrations |
| Dimensions |
22.7 cm. |
| 336 ## - CONTENT TYPE |
|---|
| Source |
rdacontent |
| Content type term |
text |
| 337 ## - MEDIA TYPE |
|---|
| Source |
rdamedia |
| Media type term |
unmediated |
| 338 ## - CARRIER TYPE |
|---|
| Source |
rdacarrier |
| Carrier type |
volume |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references, index. |
| 505 ## - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: Preface — Acknowledgements — ONE: The service temple - creating service value — TWO: Inculcating a service value strategy — THREE: Customer focus — FOUR: Total employee involvement — FIVE: Measurement — SIX: Continuous improvement — SEVEN: Communicating service value — EIGHT: Preparing for the future — Appendix — Bibliography — Index. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
"Based on extensive research, this book looks at how "service value" has contributed to the success of 11 leading companies in Asia and points the way for other companies to follow in the future in order to regain competitiveness and success in Asia. The companies discussed are: The Asian Sources Media Group, Bangkok Bank, China Light & Power Company, DHL International, Giordano, Hongkong Telecom, Jollibee Foods Corporation, Mass Transit Railway Corporation, Mount Elizabeth Hospital Ltd, Shangri-La Hotels and Resorts, Singapore Airlines. The emphasis in the book is on strategies that are critical for service organizations to create more value for their customers. Unique features in the book include: 1. A chapter which explores the foundation of service value: the company's history, corporate strategy and the role of the Chief Executive Officer (CEO). 2. A chapter which examines how firm captures the voice of customers and integrate it into the organization. 3. A chapter investigating how successful companies get employees totally involved in the service management process. It also explores the impact of Asian values on the way service is delivered. 4. A chapter showing the importance companies place in measuring their performance by monitoring the gap between their vision and today's reality. 5. A chapter that looks at how these companies organize themselves to create a continuous improvement of culture. 6. A chapter examining approaches used by outstanding organizations to communicate the value of their services to customers. 7. A chapter showing concern with how Asian companies renew their business by preparing for the future." —Provided by the publisher |
| 521 ## - TARGET AUDIENCE NOTE |
|---|
| Target audience note |
Adult |
| 541 ## - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Deans/Chairperson |
Lauron, Rodello |
| Department |
General Education |
| Subject Category |
Social Studies |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
Text in English |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Asia. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Asia. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Strategic planning |
| General subdivision |
Asia. |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Cudennec, Chan, |
| Relator term |
author. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Type of record |
Book |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Encoded by |
Gian [new] |
| Date encoded |
06/15/2026 |
