| 000 -LEADER |
|---|
| fixed length control field |
01767cam a2200289 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
15266323 |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20100728102054.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
080418s2008 cau b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
2008017877 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9785969300132 |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.52 |
| Item number |
.B37 2008 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/343 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Джанелл Барлоу, |
| Dates associated with a name |
1943- |
| 9 (RLIN) |
762 |
| 245 12 - TITLE STATEMENT |
|---|
| Title |
Жалоба как подарок: |
| Remainder of title |
обратная связь с клиентов как инструмент маркетинговой стратегии/ |
| Statement of responsibility, etc |
Джанелл Барлоу, Клаус Мёллер. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Москва: |
| Name of publisher, distributor, etc |
Олимп-Бизнес, |
| Date of publication, distribution, etc |
c2006. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
x, 267 p. ; |
| Dimensions |
23 cm. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
A complaint is a gift strategy -- Complaints: necessary evil or opportunities? -- Capitalizing on complaints -- Why most customers don't complain -- In the mind of the complaining customer -- The gift formula -- Creating better customers with goodwill -- When customers go ballistic -- It's all in the words: responding to written complaints -- From a whisper to a global shout -- When feedback gets personal -- When you complain, make sure you are giving a gift. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Consumer complaints. |
| 9 (RLIN) |
763 |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services. |
| 9 (RLIN) |
296 |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Мёллер Клаус, |
| Dates associated with a name |
1942- |
| 9 (RLIN) |
764 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents only |
| Uniform Resource Identifier |
http://www.loc.gov/catdir/toc/ecip0816/2008017877.html |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
|---|
| a |
7 |
| b |
cbc |
| c |
orignew |
| d |
1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Book |
