| 000 | 00841nam a2200241 a 4500 | ||
|---|---|---|---|
| 001 | vtls003230634 | ||
| 003 | MY-SjTCS | ||
| 005 | 20200226115210.0 | ||
| 008 | 120420s2012 nyua 001 0 eng d | ||
| 020 | _a9780814417553 (pbk.) | ||
| 020 | _a0814417558 (pbk.) | ||
| 039 | 9 |
_a201205231734 _bwilmina _y201204201126 _zstazrina |
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| 082 | 0 | 4 |
_a658.812 _bDEL 2012 |
| 245 | 0 | 0 |
_aDelivering knock your socks off service / _cPerformance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate. |
| 250 | _a5th ed. | ||
| 260 |
_aNew York : _bAmerican Management Association, _cc2012. |
||
| 300 |
_axiii, 226 p. : _bill. ; _c23 cm. |
||
| 500 | _aIncludes index. | ||
| 500 | _a"20th anniversary edition." | ||
| 650 | 0 | _aCustomer services. | |
| 710 | 2 |
_aPerformance Associates, Inc. _940095 |
|
| 920 | _aSHT : 181313 | ||
| 999 |
_c144778 _d144778 |
||