| 000 -LEADER |
|---|
| fixed length control field |
00601pam a2200193a 44500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
160408b1997 xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
0684832569 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.812 |
| Item number |
H461S |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Heskett,James L.,Sasser,W. Earl |
| 245 1# - TITLE STATEMENT |
|---|
| Title |
THE SERVICE PROFIT CHAIN |
| Statement of responsibility, etc. |
HOW LEADING COMPANIES LINK PROFIT AND GROWTH TO LOYALTY, SATISFACTION, AND VALUE |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
|
| Name of publisher, distributor, etc. |
Free Press, New York |
| Date of publication, distribution, etc. |
1997 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
xvii,300 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer Services |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer Satisfaction |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Employ Loyalty |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Schlesinger,Leonard A. |
| 964 ## - |
|---|
| -- |
CIRC |
| 997 ## - |
|---|
| -- |
A147237 C |
