MARC details
| 000 -LEADER |
|---|
| fixed length control field |
01719nam a2200301 a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
IE-CoMTU |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20221109120801.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
1999 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0787943924 |
| 029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC) |
|---|
| OCLC library identifier |
T30756 |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
362.1068 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sherman, Stephanie G. |
| 9 (RLIN) |
24074 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Total customer satisfaction : |
| Remainder of title |
a comprehensive approach for health care providers / |
| Statement of responsibility, etc. |
Stephanie G. Sherman and V. Clayton Sherman. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
San Francisco : |
| Name of publisher, distributor, etc. |
Jossey Bass Inc, |
| Date of publication, distribution, etc. |
1999. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xviii, 376 p. : |
| Other physical details |
ill. ; |
| Dimensions |
24 cm. + |
| Accompanying material |
pbk. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references (pages 357-358) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Extraordinary customer satisfaction: the facts and the promise -- Eighteen commandments for well-managed customer satisfaction programs -- What the customer really wants -- Measurement tools that work -- Calculating the cost of dissatisfied customers -- How to win and retain customer loyalty -- The irrational nature of customer satisfaction: Sweating the small stuff -- Building the customer satisfaction team -- Designing your customer service strategy -- Prescriptions for sustaining top customer satisfaction ratings. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Health services administration. |
| 9 (RLIN) |
38066 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Consumer satisfaction. |
| 9 (RLIN) |
35795 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Patient satisfaction. |
| 9 (RLIN) |
40838 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Medical care |
| General subdivision |
Quality control. |
| 9 (RLIN) |
39708 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Sherman, V. Clayton. |
| 9 (RLIN) |
16212 |
| 907 ## - LOCAL DATA ELEMENT G, LDG (RLIN) |
|---|
| a |
.b10543661 |
| b |
091027 |
| c |
020607 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Suppress in OPAC |
0 |
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| 960 ## - PHYSICAL LOCATION (RLIN) |
|---|
| Physical location, PLOC (RLIN) |
c |
| b |
1 |
| c |
|
| d |
|
| e |
|
| f |
|
| g |
|
| h |
|
| i |
|
| j |
65.54 |
| k |
b |
| l |
d305 |
| m |
2002-06-07 |
| n |
|
| o |
f |
| p |
|
| q |
2002-09-26 |
| r |
|
| s |
|
| t |
a |
| u |
|
| v |
c0100 |
| w |
|
| x |
|
| y |
0 |
| z |
.o10007532 |
| 961 ## - LOCAL CODES |
|---|
| c |
usd58.00 |
| f |
00020001 Wrixon, Mary. |
| l |
c |
| m |
d305 |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| a |
c |
| Operator's initials, OID (RLIN) |
020607 |
| Cataloger's initials, CIN (RLIN) |
m |
| First Date, FD (RLIN) |
a |
| Local |
- |
| -- |
eng |
| -- |
cau |
| h |
0 |