The quest for loyalty : (Record no. 18369)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02371 am a22003137a 4500 |
| 001 - CONTROL NUMBER | |
| control field | ocm0875847455 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 970204 1996 000 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0875847455 |
| 029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC) | |
| OCLC library identifier | T18898 |
| 040 ## - CATALOGING SOURCE | |
| Modifying agency | OCoLC |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| 245 04 - TITLE STATEMENT | |
| Title | The quest for loyalty : |
| Remainder of title | creating value through partnership / |
| Statement of responsibility, etc. | edited by Frederick F. Reichheld. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Boston, Ma. : |
| Name of publisher, distributor, etc. | Harvard Business School Press, |
| Date of publication, distribution, etc. | 1996. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xxvi, 278 p. ; |
| Dimensions | 24 cm. + |
| Accompanying material | hbk. |
| 490 #0 - SERIES STATEMENT | |
| Series statement | Harvard business review book series |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc. note | Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Part I: Setting the stage -- Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C. K. Prahalad -- Part II: Employer/Employee loyalty -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- The power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Part III: Investor loyalty -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Part IV: Customer Loyalty -- Zero defections: quality comes to services / Frederick F. Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: an interview with British Airway's Sir Colin Marshall / Steven E. Prokesch -- Letter to the editor in response to 'competing on customer service: an interview with British Airway's Sir Colin Marshall' / Frederick F. Reichheld -- Part V: Tools for Building Customer loyalty -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer relations |
| 9 (RLIN) | 36031 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Loyalty. |
| 9 (RLIN) | 39366 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Employee loyalty. |
| 9 (RLIN) | 45562 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Corporations |
| General subdivision | Investor relations. |
| 9 (RLIN) | 35880 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Reichheld, Frederick F. |
| 9 (RLIN) | 23867 |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) | |
| a | .b10245832 |
| b | 170424 |
| c | 011116 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Suppress in OPAC | 0 |
| -- | |
| -- | CRON CRON |
| 969 00 - LOCAL CODES | |
| a | 34642 |
| 979 00 - LOCAL CODES | |
| a | FQ |
| b | 04 FEB 1997 |
| 989 00 - LOCAL CODES | |
| a | FQ |
| b | 25 MAR 1997 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| a | c |
| Operator's initials, OID (RLIN) | 011115 |
| Cataloger's initials, CIN (RLIN) | m |
| First Date, FD (RLIN) | a |
| Local | - |
| -- | eng |
| -- | mau |
| h | 4 |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Shelving location | Date acquired | Cost, normal purchase price | Total Checkouts | Total Renewals | Full call number | Barcode | Date last seen | Copy number | Cost, replacement price | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Available for Loan | MTU Bishopstown Library | MTU Bishopstown Library | Lending | 16/11/2001 | 29.14 | 23 | 8 | 658.812 | 00015340 | 20/11/2017 | 1 | 29.14 | 20/11/2017 | General Lending |