| 000 -LEADER |
|---|
| fixed length control field |
01206nam a2200229uu 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
718 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20190211154035.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
001011s1990 xx ||||g| |0|| 0 eng d |
| 090 ## - LOCALLY ASSIGNED LC-TYPE CALL NUMBER (OCLC); LOCAL CALL NUMBER (RLIN) |
|---|
| Classification number (OCLC) (R) ; Classification number, CALL (RLIN) (NR) |
2.16 |
| Local cutter number (OCLC) ; Book number/undivided call number, CALL (RLIN) |
Z48d |
| 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 |
ZEITHAML, Valarie A |
| 9 (RLIN) |
11589 |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
Delivering quality service : |
| Remainder of title |
balancing customer perceptions and expectations |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
New York : |
| Name of publisher, distributor, etc. |
The Free Press, |
| Date of publication, distribution, etc. |
1990 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
226 p. |
| 505 80 - FORMATTED CONTENTS NOTE |
|---|
| Title |
1. Service leadership spells profits |
| -- |
2. The costumers'view of service quality |
| -- |
3. Potential causes of service-quality shortfalls |
| -- |
4. GAP 1: Not knowing what customers expect |
| -- |
5. GAP 2: The wrong service-quality standards |
| -- |
6. GAP 3: The service performance gap |
| -- |
7. GAP 4: When promises do not match delivery |
| -- |
8. Getting started on the service-quality journey |
| -- |
9. Service-quality challenges for the 1990's |
| -- |
Appendix A. Servqual and its applications |
| -- |
Appendix B: Approaches for measuring service-provider gaps and theirs causes |
| -- |
Notes and references |
| -- |
Index |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Qualidade |
| 9 (RLIN) |
12842 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
PARASURAMAN, A |
| 9 (RLIN) |
13363 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
BERRY, Leonard L |
| 9 (RLIN) |
13364 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Livro Geral |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20001011 |
| Operator's initials, OID (RLIN) |
Maria |
| Cataloger's initials, CIN (RLIN) |
Maria do Carmo Raphael |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) |
|---|
| -- |
20160330 |
| Operator's initials, OID (RLIN) |
1046^b |
| Cataloger's initials, CIN (RLIN) |
Larissa |
