| 000 -LEADER |
|---|
| fixed length control field |
01338nam a2200253 a 4500 |
| 001 - CONTROL NUMBER |
|---|
| control field |
002039 |
| 003 - CONTROL NUMBER IDENTIFIER |
|---|
| control field |
OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20230203090416.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
050520t19961996ck # 000 u spa u |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
958-04-6720-X |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
umsa |
| Language of cataloging |
spa |
| Transcribing agency |
umsa |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF 5415.5 |
| Item number |
.B4718 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Berry, Leonard L. |
| 9 (RLIN) |
2715 |
| 245 11 - TITLE STATEMENT |
|---|
| Title |
¡Un buen servicio ya no basta! : |
| Remainder of title |
cuatro principios del servicio excepcional al cliente / |
| Statement of responsibility, etc |
Leonard L. Berry; traducción Adriana de Hassan. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Santafé de Bogotá : |
| Name of publisher, distributor, etc |
Norma, |
| Date of publication, distribution, etc |
c1996. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
365 p. ; |
| Dimensions |
18 cm. |
| 440 #0 - SERIES STATEMENT/ADDED ENTRY--TITLE |
|---|
| Title |
Gerencia |
| 9 (RLIN) |
2716 |
| 500 ## - GENERAL NOTE |
|---|
| General note |
Resumen: Mejorar la calidad del servicio por fin ha llegado a ser una prioridad para la gerencia de hoy día.<br/>Este libro demuestra que una compañía debe desarrollar destrezas y valores de liderazgo en servicio, construir un sistema de información de la calidad del servicio, y crear una estrategia completa de servicios basada en los cuatros principios de un servicio excepcional al cliente: confiabilidad, sorpresa, recuperación y equidad.<br/> |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Bibliografía: p. 351-365 |
| 534 ## - ORIGINAL VERSION NOTE |
|---|
| Main entry of original |
Título original: On great service : a framework for action |
| 650 04 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Servicio al cliente |
| 9 (RLIN) |
2717 |
| General subdivision |
Control de calidad |
| 650 04 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Servicio al cliente |
| 9 (RLIN) |
2718 |
| Geographic subdivision |
E.U.A. |
| General subdivision |
Administración |
| Form subdivision |
Estudio de casos |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
|
| Koha item type |
Libros |