| 000 -LEADER |
|---|
| fixed length control field |
01521nam a2200265uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
8557 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190212094652.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
021122s2002 bl ||||g| |0|| 0 por d |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) |
|---|
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) |
2.14 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) |
A341s |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) |
|---|
| Koha Dewey Subclass [OBSOLETE] |
PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE |
|---|
| Language code of text/sound track or separate title |
por |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
ALBRECHT, Karl |
| 9 (RLIN) |
159 |
| 242 10 - TRANSLATION OF TITLE BY CATALOGING AGENCY |
|---|
| Title |
Service America in the new economy |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Servico ao cliente : |
| Remainder of title |
a reinvencao da gestao do atendimento ao cliente |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Rio de Janeiro : |
| Name of publisher, distributor, etc. |
Campus, |
| Date of publication, distribution, etc. |
2002 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
342 p. |
| 505 80 - FORMATTED CONTENTS NOTE |
|---|
| Title |
Parte I: Fazendo negocios na nova economia |
| -- |
O imperativo dos servicos |
| -- |
A evolucao da arte do gerenciamento de servicos |
| -- |
O triangulo de servicos |
| -- |
Cliente: rei ou sudito? |
| -- |
Identificando e definindo aestrategia de servicos |
| -- |
Construindo o sistema de fornecimento de servicos |
| -- |
Formacao e desenvolvimento de empregados de servicos |
| -- |
Momentos soturnos e momentos radiosos |
| -- |
Qualidade e produtividade: os imperativos de mensuracao e acao |
| -- |
Paradigmas em servicos: onde os servicos sao obsessao |
| -- |
Ensinando o elefante a dancar |
| -- |
Servicos amanha: o q ue esperar? |
| -- |
Parte II: Fazendo negocios no novo milenio |
| -- |
A nova paisagem dos negocios: globalizacao, hipercompeticao e tecnologia |
| -- |
Negocios na encruzilhada: high-tech ou high-touch? |
| -- |
O que os executivos podem fazer? |
| 508 ## - CREATION/PRODUCTION CREDITS NOTE |
|---|
| Creation/production credits note |
Tradutor: Afonso Celso da Cunha |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Tecnicas Gerenciais |
| 9 (RLIN) |
12795 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Atendimento ao Cidadão |
| 9 (RLIN) |
12988 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Empresa de Servicos |
| 9 (RLIN) |
14922 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
ZEMKE, Ron |
| 9 (RLIN) |
17862 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Livro Geral |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20021122 |
| Operator's initials, OID (RLIN) |
Chris |
| Cataloger's initials, CIN (RLIN) |
Chris |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20130520 |
| Operator's initials, OID (RLIN) |
1207^b |
| Cataloger's initials, CIN (RLIN) |
karina |
