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| 999 |
_c12924 _d12924 |
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| 001 | 4344309 | ||
| 005 | 20200519125059.0 | ||
| 008 | 890705s1990 ilua b 001 0 eng | ||
| 010 | _a 89016953 | ||
| 020 | _a1-55623-247-0 | ||
| 040 |
_aDLC _cDLC _dDLC |
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| 050 | 0 | 0 |
_aHF 5415.5 _b.A43 1990 |
| 082 | 0 | 0 |
_a658.8/12 _220 |
| 100 | 1 |
_aAlbrecht, Karl _d1941- _929023 |
|
| 245 | 1 | 4 |
_aThe service advantage : _bhow to identify and fulfill customer needs / _cKarl Albrecht and Lawrence J. Bradford. |
| 260 |
_aHomewood : _bDow Jones-Irwin, _c1990 |
||
| 300 |
_aix, 240 p. : _bill., (graph) ; _c24 cm. |
||
| 504 | _aIncludes index | ||
| 650 | 0 |
_aCustomer services _929024 |
|
| 650 | 0 |
_aConsumers-research _xUnited States _929025 |
|
| 650 | 0 |
_aMoment of truth _xUnited SWtates _981047 |
|
| 650 | 0 |
_aSurveys _xUnited States _981048 |
|
| 650 | 0 |
_aA service Quality _xUnited States _981049 |
|
| 650 | 0 |
_aFocus group interviwes _xUnited States _981050 |
|
| 650 | 0 |
_aMeasurement system _xUnited States _981842 |
|
| 700 |
_aBradford, Lawrence J. _eJoint author _929026 |
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| 906 |
_a7 _bcbc _corignew _d1 _eocip _f19 _gy-gencatlg |
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| 942 |
_2lcc _cBK |
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