| 000 -LEADER |
|---|
| fixed length control field |
02134cam a22004454a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
11982838 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20161007140548.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
000421s2000 caua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
00009245 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0787953105 [hardbound] |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| 042 ## - AUTHENTICATION CODE |
|---|
| Authentication code |
pcc |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Edition number |
21 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnson, Michael D. |
| Fuller form of name |
(Michael David) |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Improving customer satisfaction, loyalty, and profit : |
| Remainder of title |
an integrated measurement and management system / |
| Statement of responsibility, etc |
Michael D. Johnson, Anders Gustafsson. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
First edition |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
San Francisco ; |
| Name of publisher, distributor, etc |
Jossey-Bass, |
| Date of publication, distribution, etc |
c2000. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xv, 214 pages : |
| Other physical details |
illustration ; |
| Dimensions |
24 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 |
| 440 #4 - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
The University of Michigan Business School management series |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Contents: 1 Creating a customer measurement and management system -- 2 Strategy and planning -- 3 Building the lens of the customer -- 4 Building the quality-satisfaction-loyalty survey -- 5 From data to information : analyzing quality, satisfaction, loyalty, and profit data -- 6 From information to decisions : priority setting and implementation. |
| 541 ## - IMMEDIATE SOURCE OF ACQUISITION NOTE |
|---|
| Deans/Chairperson |
|
| Department |
|
| Subject Category |
BSBA-Marketing Management |
| 546 ## - LANGUAGE NOTE |
|---|
| Language note |
English |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Consumer satisfaction. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer loyalty. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Gustafsson, Anders, |
| Dates associated with a name |
1964- |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Contributor biographical information |
| Uniform Resource Identifier |
http://www.loc.gov/catdir/bios/wiley043/00009245.html |
| 856 42 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Publisher description |
| Uniform Resource Identifier |
http://www.loc.gov/catdir/description/wiley035/00009245.html |
| 856 4# - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of Contents |
| Uniform Resource Identifier |
http://www.loc.gov/catdir/toc/onix06/00009245.html |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Type of record |
Book |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| Encoded by |
Sharmine[new] |
| Date encoded |
10/07/2016 |
