| 000 -LEADER |
|---|
| fixed length control field |
01969naa a2200205uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
8421 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154448.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
021119s2002 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
XIANDE Zhao |
| 9 (RLIN) |
11487 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
An empirical assessment and application of SERVQUAL in a Mailand Chinese department store |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Oxfordshire : |
| Name of publisher, distributor, etc. |
Routledge, |
| Date of publication, distribution, etc. |
March 2002 |
| 520 3# - SUMMARY, ETC. |
|---|
| Summary, etc. |
More and more retailers in Mainland China are trying to differentiate their service through quality improvement. In this paper, we report upon the application of SERVQUAL in service quality improvement at a department store in Tianjin, a city in Northern China. We shall also assess the reliability and validity of the SERVQUAL instrument using data collected from this department store. The improvement effort included comparisons of service quality as perceived by both external customers and internal employees, identification of areas for improvements through focus group discussion of the survey results, and development of a plan for improvements. Statistical analyses of the survey response fro this company were also performed to test the validity of the SERVQUAL instrument and the applicability of the five dimensions of service quality in the Chinese retail industry. The results indicate that the gap scores did not merge into five dimensions of service quality; rather, the perception scores roughly merged into six dimensions. The findings from this study indicate that the SERVQUAL instrument and the five dimensions of service quality may not be applicable to the retail sector of Mailand China and further research is necessary to understand service quality in Mailand China |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
CHANGHONG Bai |
| 9 (RLIN) |
17710 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Y. V. Hui |
| 9 (RLIN) |
17711 |
| 773 08 - HOST ITEM ENTRY |
|---|
| Title |
Total Quality Management |
| Related parts |
13, 2, p. 241-254 |
| Place, publisher, and date of publication |
Oxfordshire : Routledge, March 2002 |
| International Standard Serial Number |
ISSN 09544127 |
| Record control number |
|
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20021119 |
| Operator's initials, OID (RLIN) |
Lucima |
| Cataloger's initials, CIN (RLIN) |
Lucimara |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20101029 |
| Operator's initials, OID (RLIN) |
1145^b |
| Cataloger's initials, CIN (RLIN) |
Carolina |
