MARC details
| 000 -LEADER |
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| fixed length control field |
06878cam a2200625 i 4500 |
| 001 - CONTROL NUMBER |
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on1009074811 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20220712062944.0 |
| 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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cr |n||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
171103s2018 enk ob 001 0 eng d |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
IDEBK |
| Language of cataloging |
eng |
| Description conventions |
pn |
| Transcribing agency |
IDEBK |
| Modifying agency |
N$T |
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CNCGM |
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OCLCF |
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MCW |
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YDX |
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UPM |
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OCLCQ |
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INT |
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OCLCQ |
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H9Z |
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OCLCQ |
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OL$ |
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OCLCQ |
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OCLCO |
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AUW |
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OCLCQ |
| -- |
OCLCO |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781787142787 |
| Qualifying information |
(electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
1787142787 |
| Qualifying information |
(electronic bk.) |
| 029 1# - (OCLC) |
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| OCLC library identifier |
AU@ |
| System control number |
000061498010 |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)1009074811 |
| 037 ## - SOURCE OF ACQUISITION |
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| Stock number |
1045730 |
| Source of stock number/acquisition |
MIL |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
G155.7 |
| 072 #7 - SUBJECT CATEGORY CODE |
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| Subject category code |
BUS |
| Subject category code subdivision |
070000 |
| Source |
bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
BUS |
| Subject category code subdivision |
018000 |
| Source |
bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE |
|---|
| Subject category code |
BUS |
| Subject category code subdivision |
081000 |
| Source |
bisacsh |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
338.4/791 |
| Edition number |
23 |
| 049 ## - LOCAL HOLDINGS (OCLC) |
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| Holding library |
MAIN |
| 245 00 - TITLE STATEMENT |
|---|
| Title |
Trade tales : |
| Remainder of title |
decoding customers' stories / |
| Statement of responsibility, etc |
edited by Arch G. Woodside. |
| 250 ## - EDITION STATEMENT |
|---|
| Edition statement |
First edition. |
| 264 #1 - |
|---|
| -- |
[Bingley, UK] : |
| -- |
Emerald Publishing, |
| -- |
2018. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
1 online resource |
| 336 ## - |
|---|
| -- |
text |
| -- |
txt |
| -- |
rdacontent |
| 337 ## - |
|---|
| -- |
computer |
| -- |
c |
| -- |
rdamedia |
| 338 ## - |
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| -- |
online resource |
| -- |
cr |
| -- |
rdacarrier |
| 490 1# - SERIES STATEMENT |
|---|
| Series statement |
Advances in culture, tourism and hospitality research ; |
| Volume number/sequential designation |
v. 14 |
| 588 0# - |
|---|
| -- |
Online resource; title from PDF title page (EBSCO, viewed November 16, 2017). |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc |
To clarify their own thinking, gain confirmation, and plan, customers tell stories about their interactions with sales and service associates. These stories are told often via blog sites, social-media platforms (e.g. TripAdvisor) as well as informally to friends and family members. Read original first-person stories of problems, opportunities and outcomes with a multiple-choice exercise following each story, as well as a critical review by an independent researcher. This volume describes customers' reports of their experience of interactions with sales/service associates. Chapters also offer a descriptive theory of storytelling narratives of these encounters. Gain an international view with stories by Asian, European, New Zealand/Pacific Rim, and North American customers. The volume highlights small details that have significant impact on customer satisfaction enhancing the reader's abilities to detect nuances in multiple international contexts, understand how customers evaluate sales/service reps' behavior well as providing opportunities to solve real problems. This is a valuable book in the field of customer relationship management that is also interactive. |
| 505 00 - FORMATTED CONTENTS NOTE |
|---|
| Miscellaneous information |
Machine generated contents note: |
| -- |
ch. 1 |
| Title |
Customer and Hospitality Service-Provider Dramas: Stories, Experiential Learning Exercises, and Deep Assessment / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 2 |
| Title |
It Is Not About Compensation: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 3 |
| Title |
Hot Chocolate Scalds A Child: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 4 |
| Title |
Challenge Is To Be Customer-Oriented! Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 5 |
| Title |
Why Can't I Just Up and Go? Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 6 |
| Title |
Missing Electronic Passenger Ticket: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 7 |
| Title |
Decision-Making In Public Hospital During Economic Crisis / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 8 |
| Title |
Show Must Go On! Resolving Customer Complaints In Events Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 9 |
| Title |
Mistake of Roaming Network Service: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 10 |
| Title |
Transaction Error: Supplier's Mistake In the Transaction / |
| Statement of responsibility |
Tzung-Cheng (T.C.) Huan -- |
| Miscellaneous information |
ch. 11 |
| Title |
Medical Insurance Mayhem: One Woman's Struggle for Information / |
| Statement of responsibility |
Rouxelle De Villiers -- |
| Miscellaneous information |
ch. 12 |
| Title |
If It Ain't Broke: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Rouxelle De Villiers -- |
| Miscellaneous information |
ch. 13 |
| Title |
Dreaded Dentist Visit: A Tale of Trauma, Tears, and Poor Treatment / |
| Statement of responsibility |
Rouxelle De Villiers -- |
| Miscellaneous information |
ch. 14 |
| Title |
Clean, Mean, Broken Machine: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Rouxelle De Villiers -- |
| Miscellaneous information |
ch. 15 |
| Title |
Once and Future Fastfood King Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Rouxelle De Villiers -- |
| Miscellaneous information |
ch. 16 |
| Title |
If A Bonsai Tree Falls In A Danish Forest: When A Copenhagen Front-Desk Agent Meets A Japanese Tour Guide / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 17 |
| Title |
To Police or to Please: Boxed Lunch Courtesy At the Breakfast Buffet / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 18 |
| Title |
Wowiesatisfy Online Cancelation: Customer Charged After Canceling Membership / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 19 |
| Title |
Out of Soup: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 20 |
| Title |
Dilemma In A High-Speed Train: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 21 |
| Title |
Can Concierge Class Offer Concierge Service for Our Cruise Vacation? Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 22 |
| Title |
Front-Desk Agents Versus Flight Attendants -- "Can You Just Check Me In?" Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 23 |
| Title |
When In Rome -- Intercultural Competency and Intercultural Sensitivity In Hospitality Management Education / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 24 |
| Title |
Life Vest or Straitjacket? Engaging Customers In the Crisis Management Service Encounter / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 25 |
| Title |
Strike Three. You're Out! Service Recovery In Retail Banking Services / |
| Statement of responsibility |
Po-Ju Chen -- |
| Miscellaneous information |
ch. 26 |
| Title |
Noname Nightmare: Resolving Customer Complaints In Hospitality Management / |
| Statement of responsibility |
Rouxelle De Villiers. |
| 590 ## - LOCAL NOTE (RLIN) |
|---|
| 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 |
Tourism |
| General subdivision |
Research. |
| 9 (RLIN) |
172504 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Research. |
| 9 (RLIN) |
1176897 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| General subdivision |
Management. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service à la clientèle |
| General subdivision |
Recherche. |
| 9 (RLIN) |
1176898 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
BUSINESS & ECONOMICS |
| General subdivision |
Industries |
| -- |
General. |
| Source of heading or term |
bisacsh |
| 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 |
BUSINESS & ECONOMICS |
| General subdivision |
Industries |
| -- |
Hospitality, Travel & Tourism. |
| Source of heading or term |
bisacsh |
| 9 (RLIN) |
849834 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer relations |
| General subdivision |
Management. |
| Source of heading or term |
fast |
| -- |
(OCoLC)fst00885539 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| General subdivision |
Research. |
| Source of heading or term |
fast |
| -- |
(OCoLC)fst00885561 |
| 9 (RLIN) |
1176897 |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Tourism |
| General subdivision |
Research. |
| Source of heading or term |
fast |
| -- |
(OCoLC)fst01153199 |
| 9 (RLIN) |
172504 |
| 655 #4 - INDEX TERM--GENRE/FORM |
|---|
| Genre/form data or focus term |
Electronic books. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Woodside, Arch G., |
| Relator term |
editor. |
| 9 (RLIN) |
158758 |
| 830 #0 - SERIES ADDED ENTRY--UNIFORM TITLE |
|---|
| Uniform title |
Advances in culture, tourism and hospitality research ; |
| Volume number/sequential designation |
v. 14. |
| 9 (RLIN) |
290099 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1423728">https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1423728</a> |
| 938 ## - |
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| -- |
EBSCOhost |
| -- |
EBSC |
| -- |
1423728 |
| 938 ## - |
|---|
| -- |
ProQuest MyiLibrary Digital eBook Collection |
| -- |
IDEB |
| -- |
cis37021899 |
| 938 ## - |
|---|
| -- |
YBP Library Services |
| -- |
YANK |
| -- |
13319361 |
| 994 ## - |
|---|
| -- |
92 |
| -- |
INOPJ |
