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Achieving breakthrough service in libraries : a nationwide teleseminar.

Auteur : Hardy R FranklinW Earl SasserJames L HeskettDynix.Ameritech.Tous les auteurs
Éditeur : Chicago, Ill. : American Library Association, 1994.
Édition/format :   Vidéo VHS : Ruban VHS   Matériel visuel : AnglaisVoir toutes les éditions et tous les formats
Base de données :WorldCat
Résumé :
Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from  Lire la suite...
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Détails

Genre/forme : Case studies
Type d’ouvrage : Enregistrement vidéo
Format : Matériel visuel
Tous les auteurs / collaborateurs : Hardy R Franklin; W Earl Sasser; James L Heskett; Dynix.; Ameritech.; American Library Association.; NOTIS Systems.; Kathleen Gilroy Associates.
Numéro OCLC : 30503929
Notes : Videotaped in Boston in May 12, 1994 from 1:00 p.m.-5:00 (EDT); Simultaneously transmitted via satellite.
Description : 1 videocassette (VHS) : sd., col. ; 1/2 in. + 1 manual (30 p.)
Détails : VHS format.

Résumé :

Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations.

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Primary Entity

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    schema:about <http://experiment.worldcat.org/entity/work/data/905786409#Topic/customer_services_libraries> ; # Customer services--Libraries
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    schema:about <http://id.loc.gov/authorities/subjects/sh85076504> ; # Libraries--Automation
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    schema:contributor <http://viaf.org/viaf/26644269> ; # Hardy R. Franklin
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    schema:description "Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations."@en ;
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<http://id.loc.gov/authorities/subjects/sh85076504> # Libraries--Automation
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<http://id.worldcat.org/fast/1047838> # Organizational change--Management
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<http://id.worldcat.org/fast/1113442> # Service industries--Management
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<http://id.worldcat.org/fast/997347> # Libraries--Automation
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<http://viaf.org/viaf/129301964> # Kathleen Gilroy Associates.
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<http://viaf.org/viaf/131335978> # American Library Association.
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<http://viaf.org/viaf/142173725> # Ameritech.
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<http://viaf.org/viaf/143347438> # NOTIS Systems.
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<http://viaf.org/viaf/26644269> # Hardy R. Franklin
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