| 000 -LEADER |
|---|
| fixed length control field |
00531cam a22001577a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
180718b2000 xxu||||| |||| 00| 0 eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
8126509392 |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
T15 J634i |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Johnson, Michael D. |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Improving customer satisfaction, loyalty, and profit : an integrated measurement and management system |
| Statement of responsibility, etc. |
By Michael D. Johnson, Anders Gustafsson |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
New Delhi |
| Name of publisher, distributor, etc. |
John Wiley |
| Date of publication, distribution, etc. |
2000 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
214p. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer relations |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer loyalty |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Consumer satisfaction |
