| 000 -LEADER |
|---|
| fixed length control field |
01158nam a22001697a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
250506b ||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9781944659424 (pbk.) |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
English |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.4013 WIR |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Wirtz, Jochen |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Service quality and productivity management / |
| Statement of responsibility, etc. |
Jochen Wirtz (author) |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Hackensack : |
| Name of publisher, distributor, etc. |
WS professionals, |
| Date of publication, distribution, etc. |
2018. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
75p. : |
| Other physical details |
illustrations ; |
| Dimensions |
23 cm. |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Summary : The relationship between productivity and customer satisfaction is more complex. "Service Quality and Productivity Management" describes that the quality and productivity are twin paths in creating value for both customers and organizations. The relationships between service quality, productivity and profitability will also be examined in detail in this book. This book is the 12th book in the Winning in Service Markets series by services marketing expert Jochen Wirtz to cover the key aspects of services marketing and management bases on sound academic evidence and knowledge. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| -- |
Service industries--Quality control. |
| -- |
Service industries--Management. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
