A model of customer satisfaction with service encounters involving failure and recovery (Record no. 28081)

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
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Permanent Location Current Location Shelving location Date acquired Item location Full call number Barcode Date last seen Price effective from Koha item type
          Vikram Sarabhai Library Vikram Sarabhai Library   04/05/2009 Slot 2162 (2 Floor, East Wing) 658.8 S6M6 140538 04/09/2009 04/09/2009 Books

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