Achieving customer satisfaction : service quality from the customer perspective (Record no. 46570)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 00855nam a2200145Ia 4500 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20260716043413.0 |
| 080 ## - UNIVERSAL DECIMAL CLASSIFICATION NUMBER | |
| Universal Decimal Classification number | LRC 12.04.01 A178 |
| 245 ## - TITLE STATEMENT | |
| Title | Achieving customer satisfaction : service quality from the customer perspective |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | AT&T Quality Steering Committee |
| Place of publication, distribution, etc. | [S.l.]US |
| Date of publication, distribution, etc. | 1990 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | xiv, 104 p. |
| 500 ## - GENERAL NOTE | |
| General note | Bibliography: p.90-93. Located in the Learning Resource Centre. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Seeks to help managers to make a stronger connection between business activities and customer satisfaction. Advocates the following four-step process: collecting and analysing customer, competitor, and market information; setting quality improvement objectives; developing business process measures; and, using feedback both from customers and from the process, to evaluate the objectives. |
| 583 ## - ACTION NOTE | |
| Time/date of action | 2/5/01 |
| Action agent | TESSA_H |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Monograph |
| Call number suffix | A178 |
| Call number prefix | LRC |
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