MARC Record from marc_columbia

LEADER: 02118cam a22003254a 4500
001 5569794
005 20221121183915.0
008 010419t20022002nyu 000 0 eng
010 $a 2001031718
020 $a0071377220 (acid-free paper)
035 $a(OCoLC)ocm46822390
035 $a(NNC)5569794
035 $a5569794
040 $aDLC$cDLC$dNOR$dOCLCQ$dOrLoB-B
042 $apcc
043 $an-us---
050 00 $aHD9981.5$b.A43 2002
082 00 $a658/.00973$221
100 1 $aAlbrecht, Karl,$d1941-$0http://id.loc.gov/authorities/names/n80133424
245 10 $aService America in the new economy /$cKarl Albrecht and Ron Zemke.
250 $a[Updated and expanded].
260 $aNew York :$bMcGraw-Hill,$c[2002], ©2002.
300 $axi, 303 pages ;$c23 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
505 00 $tIntroduction: Service Management Update -- $gPt. 1.$tService America I: Doing Business in the New Economy -- $g1.$tThe Service Imperative -- $g2.$tThe Evolving Art of Service Management -- $g3.$tThe Service Triangle -- $g4.$tThe Customer: King or Peasant? -- $g5.$tFinding and Defining the Service Strategy -- $g6.$tBuilding the Service Delivery System -- $g7.$tThe Care and Feeding of Service Employees -- $g8.$tDull Moments and Shining Moments -- $g9.$tQuality and Productivity: The Measurement and Action Imperatives -- $g10.$tProfiles in Service: Where Service Is an Obsession -- $g11.$tTeaching the Elephant to Dance -- $g12.$tService Tomorrow: What Can We Expect? -- $gPt. 2.$tService America II: Doing Business in the New Millenium -- $g13.$tThe New Business Landscape: Globalism, Hypercompetition, and Technology -- $g14.$tBusiness at the Crossroads: High Tech or High Touch? -- $g15.$tWhat's an Executive to Do?
650 0 $aService industries$zUnited States$xManagement.$0http://id.loc.gov/authorities/subjects/sh2010112730
651 0 $aUnited States$xEconomic conditions$y1981-2001.$0http://id.loc.gov/authorities/subjects/sh85140027
700 1 $aZemke, Ron.$0http://id.loc.gov/authorities/names/n80110217
852 00 $boff,bus$hHD9981.5$i.A43 2002