Winning the service game / (Record no. 141373)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02197cam a2200301 a 4500 |
| 001 - CONTROL NUMBER | |
| control field | 663891 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | BD-DhUL |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20161226120856.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 940817s1995 maua b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER | |
| LC control number | 94034590 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 0875845703 |
| Qualifying information | alkaline paper |
| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | 663891 |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | TOC |
| Language of cataloging | eng |
| Transcribing agency | TOC |
| Modifying agency | XNTU |
| -- | BD-DhUL |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Edition number | 20 |
| Item number | SCW |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Schneider, Benjamin, |
| Dates associated with a name | 1938- |
| 245 10 - TITLE STATEMENT | |
| Title | Winning the service game / |
| Statement of responsibility, etc. | Benjamin Schneider, David E. Bowen. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc. | Boston, Mass. : |
| Name of publisher, distributor, etc. | Harvard Business School Press, |
| Date of publication, distribution, etc. | c1995. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xi, 295 p. : |
| Other physical details | ill. ; |
| Dimensions | 25 cm. |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE | |
| Bibliography, etc | Bibliography: p. 261-283. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Ch. 1. Building a Winning Service Organization by Mastering the Rules of the Game -- The Customer Tier: Achieving Customer Focus. Ch. 2. Meeting Customer Expectations. Ch. 3. Respecting Customer Needs. Ch. 4. Utilizing Customer Talents -- The Boundary Tier: Managing Personal and Nonpersonal Customer Contact. Ch. 5. Managing Personal Contact through Hiring and Training. Ch. 6. Managing Personal Contact through Reward Systems. Ch. 7. Managing Nonpersonal Contact with a Personal Touch -- The Coordination Tier: Creating a Service Culture. Ch. 8. Designing a Customer-Focused Service System. Ch. 9. Creating a Service Culture. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed - from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality - service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive "moments of truth" that bind them to the organization. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Customer services |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Employees |
| General subdivision | Training of. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name as entry element | Incentives in industry. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Bowen, David Earl. |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | |
| Koha item type | Books |
| Price effective from | Date last seen | Permanent Location | Not for loan | Date acquired | Source of classification or shelving scheme | Koha item type | Lost status | Withdrawn status | Source of acquisition | Collection code | Damaged status | Shelving location | Barcode | Current Location | Full call number |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 2016-12-26 | 2016-12-26 | Dhaka University Library | 2016-12-26 | Books | Gift | Non Fiction | General Stacks | 403397 | Dhaka University Library | 658.812 SCW |