MARC details
| 000 -LEADER |
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| fixed length control field |
04954cam a2200817 i 4500 |
| 001 - CONTROL NUMBER |
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| control field |
ocn841909761 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20220711200359.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS--GENERAL INFORMATION |
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| fixed length control field |
m o d |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr ||||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
120917t20132013nyua ob 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2020690132 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Language of cataloging |
eng |
| Description conventions |
rda |
| Transcribing agency |
DLC |
| Modifying agency |
N$T |
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MHW |
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TEFOD |
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DEBSZ |
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UAB |
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E7B |
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B24X7 |
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OCLCF |
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MEAUC |
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UMI |
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AU@ |
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Z5A |
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AGLDB |
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MERUC |
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BRL |
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NLE |
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STF |
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COO |
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UKMGB |
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WYU |
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A6Q |
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DKC |
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VT2 |
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CEF |
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S9I |
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UKAHL |
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EYM |
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YDXCP |
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OCLCO |
| 015 ## - NATIONAL BIBLIOGRAPHY NUMBER |
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| National bibliography number |
GBB8G7010 |
| Source |
bnb |
| 016 7# - NATIONAL BIBLIOGRAPHIC AGENCY CONTROL NUMBER |
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| Record control number |
018919580 |
| Source |
Uk |
| 019 ## - |
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| -- |
846531714 |
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857936904 |
| -- |
865518817 |
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880909358 |
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889235265 |
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995765215 |
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1053869437 |
| -- |
1060196705 |
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1066447869 |
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1083557059 |
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1103259580 |
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1103553314 |
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1105901330 |
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1129375523 |
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1152972069 |
| -- |
1192332873 |
| -- |
1194707863 |
| -- |
1202563680 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9780814432051 |
| Qualifying information |
(ebook) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0814432050 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| Cancelled/invalid ISBN |
0814432042 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| Cancelled/invalid ISBN |
9780814432044 |
| 024 8# - OTHER STANDARD IDENTIFIER |
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| Standard number or code |
9780814432044 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
AU@ |
| System control number |
000066232229 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
AU@ |
| System control number |
000065668377 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
UKMGB |
| System control number |
018919580 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
NZ1 |
| System control number |
15955791 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
DEBSZ |
| System control number |
423731130 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
DEBSZ |
| System control number |
397530757 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
DEBBG |
| System control number |
BV042970478 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
AU@ |
| System control number |
000058390568 |
| 029 1# - (OCLC) |
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| OCLC library identifier |
AU@ |
| System control number |
000053294243 |
| 029 1# - (OCLC) |
|---|
| OCLC library identifier |
AU@ |
| System control number |
000052917202 |
| 029 1# - (OCLC) |
|---|
| OCLC library identifier |
AU@ |
| System control number |
000055217386 |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)841909761 |
| Canceled/invalid control number |
(OCoLC)846531714 |
| -- |
(OCoLC)857936904 |
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(OCoLC)865518817 |
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(OCoLC)880909358 |
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(OCoLC)889235265 |
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(OCoLC)995765215 |
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(OCoLC)1053869437 |
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(OCoLC)1060196705 |
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(OCoLC)1066447869 |
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(OCoLC)1083557059 |
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(OCoLC)1103259580 |
| -- |
(OCoLC)1103553314 |
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(OCoLC)1105901330 |
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(OCoLC)1129375523 |
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(OCoLC)1152972069 |
| -- |
(OCoLC)1192332873 |
| -- |
(OCoLC)1194707863 |
| -- |
(OCoLC)1202563680 |
| 037 ## - SOURCE OF ACQUISITION |
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| Stock number |
CL0500000343 |
| Source of stock number/acquisition |
Safari Books Online |
| 037 ## - SOURCE OF ACQUISITION |
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| Stock number |
0B0D1794-3FB1-4474-88D3-A5BE5636CE1B |
| Source of stock number/acquisition |
OverDrive, Inc. |
| Note |
http://www.overdrive.com |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| 072 #7 - SUBJECT CATEGORY CODE |
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| Subject category code |
BUS |
| Subject category code subdivision |
018000 |
| Source |
bisacsh |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8/12 |
| Edition number |
23 |
| 049 ## - LOCAL HOLDINGS (OCLC) |
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| Holding library |
MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Bell, Chip R. |
| 9 (RLIN) |
323171 |
| 245 10 - TITLE STATEMENT |
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| Title |
Managing knock your socks off service / |
| Statement of responsibility, etc |
by Chip R. Bell and Ron Zemke. |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
Third Edition. |
| 264 #1 - |
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| -- |
New York : |
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AMACOM - American Management Association, |
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[2013] |
| 264 #4 - |
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©2013 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
1 online resource |
| 336 ## - |
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text |
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txt |
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rdacontent |
| 337 ## - |
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computer |
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c |
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rdamedia |
| 338 ## - |
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online resource |
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cr |
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rdacarrier |
| 347 ## - |
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| -- |
text file |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc |
Includes bibliographical references (pages 225-227) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
Preface -- Thanks -- Imperative 1: find and retain quality people -- Recruit creatively and hire carefully -- Keeping your best and brightest -- Why customer satisfaction isn't enough -- Listening is a contact sport -- A complaining customer is your best friend -- Little things mean a lot -- Learning from lost customers -- The power of a service strategy -- Getting your vision down on paper -- Service standards build consistency -- Effort : the achilles heel of customer experience -- Making service delivery processes "happy" -- Measure and manage from the customer's point of view -- Serving online : when clicks replace bricks -- Add magic : creating the unpredictable and unique -- Make recovery a point of pride -- Start on day one (when their hearts and minds are malleable) -- Training creates competence, confidence and commitment to customers -- Thinking and acting like a coach -- Fostering responsible freedom -- Removing the barriers to empowerment -- Inspiring passion for the customer -- Recognition and reward: fueling the fires of service success -- Feedback : breakfast, lunch and dinner of champions -- The art of interpersonal feedback -- Incenting great service -- Celebrate success -- Great service leaders foster trust -- Great service leadership in action -- Index -- About the authors. |
| 588 ## - |
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| -- |
Description based on print version record. |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc |
The bestselling customer service management book-updated with fresh examples, new tools, and the latest, cutting-edge ideas. |
| 542 ## - |
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| -- |
Copyright © AMACOM 2013 |
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2013 |
| 590 ## - LOCAL NOTE (RLIN) |
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| Local note |
eBooks on EBSCOhost |
| Provenance (VM) [OBSOLETE] |
EBSCO eBook Subscription Academic Collection - Worldwide |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service à la clientèle. |
| 9 (RLIN) |
872672 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS |
| General subdivision |
Customer Relations. |
| Source of heading or term |
bisacsh |
| 9 (RLIN) |
926709 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| Source of heading or term |
fast |
| -- |
(OCoLC)fst00885545 |
| 655 #0 - INDEX TERM--GENRE/FORM |
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| Genre/form data or focus term |
Electronic books. |
| 655 #4 - INDEX TERM--GENRE/FORM |
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| Genre/form data or focus term |
Electronic books. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Zemke, Ron. |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY |
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| Display text |
Print version: |
| Title |
Managing knock your socks off service |
| Place, publisher, and date of publication |
New York : AMACOM - American Management Association, [2013] |
| International Standard Book Number |
9780814432044 |
| Record control number |
(DLC) 2012034663 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=578699">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=578699</a> |
| 938 ## - |
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YBP Library Services |
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YANK |
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10684955 |
| 938 ## - |
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EBSCOhost |
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EBSC |
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578699 |
| 938 ## - |
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ebrary |
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EBRY |
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ebr10690564 |
| 938 ## - |
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Books 24x7 |
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B247 |
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bkb00050861 |
| 938 ## - |
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Askews and Holts Library Services |
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ASKH |
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AH25959948 |
| 994 ## - |
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92 |
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INOPJ |
