Pesquisa de referências

Five imperatives for improving service quality

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<title>Five imperatives for improving service quality</title>
</titleInfo>
<titleInfo type="alternative">
<title>Sloan management review</title>
</titleInfo>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080185732">
<namePart>Berry, Leonard L.</namePart>
<nameIdentifier>MAPA20080185732</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">usa</placeTerm>
</place>
<dateIssued encoding="marc">1990</dateIssued>
<issuance>serial</issuance>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">eng</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
<form authority="marccategory">microform</form>
</physicalDescription>
<abstract displayLabel="Summary">Define the service role -- Communicate and reinforce service standards -- Compete for talent - and use it -- Squelching talent through rule book management -- The search for fresh ideas -- Emphasize service teams -- Working at teamwork -- Go for reliability -- Building a"do-it-right-first" attitude -- Be great at problem resolution -- Three prescriptions -- Agenda for the 1990s -- Appendix: research program.</abstract>
<note type="statement of responsibility">Leonard L. Berry ...[et al.]</note>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080543334">
<topic>Calidad</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080578039">
<topic>Sector servicios</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080584313">
<topic>Control de calidad</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080564933">
<topic>Calidad total</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080606091">
<topic>Estrategia empresarial</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080557591">
<topic>Competencia</topic>
</subject>
<classification authority="">938</classification>
<relatedItem type="host">
<titleInfo>
<title>Sloan management review</title>
</titleInfo>
<originInfo>
<publisher>Boulder</publisher>
</originInfo>
<identifier type="local">MAP20077000185</identifier>
<part>
<text>Summer 1990 ; p. 29-38</text>
</part>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">921106</recordCreationDate>
<recordChangeDate encoding="iso8601">20080418113102.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20071011715</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>