| 000 -LEADER |
|---|
| fixed length control field |
01338nam a2200229 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
vtls002370760 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
MY-SjTCS |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20200306154010.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
110218s2001 ilua 001 eng |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
083890789X |
| 039 #9 - LEVEL OF BIBLIOGRAPHIC CONTROL AND CODING DETAIL [OBSOLETE] |
|---|
| Level of rules in bibliographic description |
201910011738 |
| Level of effort used to assign nonsubject heading access points |
ummi |
| Level of effort used to assign subject headings |
201102181514 |
| Level of effort used to assign classification |
VLOAD |
| -- |
200407271936 |
| -- |
VLOAD |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
025.52 |
| Item number |
HER |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Hernon, Peter. |
| 9 (RLIN) |
14384 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Delivering satisfaction and service quality : |
| Remainder of title |
a customer-based approach for libraries / |
| Statement of responsibility, etc. |
Peter Hernon and John R. Whitman |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Chicago, Ill. : |
| Name of publisher, distributor, etc. |
American Library Association, |
| Date of publication, distribution, etc. |
c2001 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xiv, 181 p. : |
| Other physical details |
ill. ; |
| Dimensions |
28 cm. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
Figures. - Tables. - Preface. - Acknowledgements. - 1. Understanding Customer Service. - 2. Understanding Service Quality. - 3. Understanding Customer Satisfaction. - 4. The Framework For Improving Service Quality and Customer Satisfaction Over Time. - 5. Developing and Implementing a Service Plan. - 6. Assessing and Evaluating Satisfaction. - 7. Using Computer Technology to Conduct Surveys. - 8. Analyzing Survey Results. - 9. The Challenges to Being Successful. Bibliography. - Index. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Consumer satisfaction |
| Geographic subdivision |
United States. |
| 9 (RLIN) |
205600 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Reference services (Libraries) |
| Geographic subdivision |
United States |
| General subdivision |
Management. |
| 9 (RLIN) |
205601 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Whitman, John R. |
| Relator term |
(j.a.) |
| 9 (RLIN) |
205602 |
| 920 ## - Programme |
|---|
| Programme |
GEN : 103244 |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha biblionumber |
23946 |
| Koha biblioitemnumber |
23946 |
