| 000 -LEADER |
|---|
| fixed length control field |
01017nam a2200229Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
140323b1998 xxu||||| |||| 00| 0 eng d |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8 |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Smith, Amy K. |
| 9 (RLIN) |
187328 |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
A model of customer satisfaction with service encounters involving failure and recovery |
| Statement of responsibility, etc. |
Smith, Amy K. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc. |
Cambridge |
| Name of publisher, distributor, etc. |
Marketing Science Institute |
| Date of publication, distribution, etc. |
1998 |
| -- |
112550 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
44 p. |
| 365 ## - TRADE PRICE |
|---|
| Price amount |
USD 300.00 |
| Price note |
Annual Subscription |
| 440 ## - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Marketing Science Institute, Working paper report, no.98-100 |
| 9 (RLIN) |
187329 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Marketing |
| 9 (RLIN) |
4378 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer service |
| 9 (RLIN) |
71400 |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer satisfaction |
| 9 (RLIN) |
38900 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Bolton, Ruth N. |
| 9 (RLIN) |
185540 |
| 700 ## - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Wagner, Janet |
| 9 (RLIN) |
187330 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
Books |
| 952 ## - LOCATION AND ITEM INFORMATION (KOHA) |
|---|
| -- |
300.00(Annual subscription) |
| -- |
USD |
| -- |
1998-08-04 |
| -- |
MSI through International Book House |
| -- |
0000-00-00 |
| -- |
Firm Order |
| -- |
0000. |
| -- |
00.00% |
| -- |
00000.00 |
