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- catalog alternative "Profitable art of service recovery.".
- catalog alternative "Why satisfied customers defect.".
- catalog contributor b12292535.
- catalog contributor b12292536.
- catalog contributor b12292537.
- catalog contributor b12292538.
- catalog contributor b12292539.
- catalog created "p1998.".
- catalog date "1998".
- catalog date "p1998.".
- catalog dateCopyrighted "p1998.".
- catalog description "Side A. The profitable art of service recovery (33 min.) / Christopher W. L. Hart ; James L. Heskett ; W. Earl Sasser, Jr. -- Side B. Why satisfied customers defect (32 min.) / Thomas O. Jones ; W. Earl Sasser, Jr.".
- catalog extent "1 sound cassette (65 mins.) :".
- catalog isPartOf "Harvard business review on audio".
- catalog issued "1998".
- catalog issued "p1998.".
- catalog language "eng".
- catalog publisher "Boston, Mass. : Harvard Business School Pub.,".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog tableOfContents "Side A. The profitable art of service recovery (33 min.) / Christopher W. L. Hart ; James L. Heskett ; W. Earl Sasser, Jr. -- Side B. Why satisfied customers defect (32 min.) / Thomas O. Jones ; W. Earl Sasser, Jr.".
- catalog title "Keeping customers [sound recording].".
- catalog type "Audiotapes. local".
- catalog type "sound".