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|a 0-8389-0789-X
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|a AR-CdUBP
|b spa
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| 041 |
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|a eng
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| 100 |
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|a Hernon, Peter
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| 245 |
1 |
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|a Delivering satisfaction and service quality :
|b a customer-based approach for libraries /
|c Peter Hernon, John R. Whitman
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| 260 |
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|a Chicago ; London :
|b American Library Association,
|c 2001
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| 300 |
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|a xiv, 181 p. ;
|c 28 cm.
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| 504 |
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|a Bibliografía: p. 171-175
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| 505 |
0 |
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|a 1. Understanding customer service. 2. Understanding service quality. 3. Understanding customer satisfaction. 4. The framework for improving service quality and customer satisfaction over time. 5. Developing and implementing a service plan. 6. Assessing and evaluating satisfaction. 7. Using computer technology to conduct surveys. 8. Analyzing survey results. 9. The challenges to being successful.
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| 650 |
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4 |
|a SERVICIOS A LOS USUARIOS
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| 653 |
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|a BIBLIOTECOLOGIA
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| 700 |
1 |
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|a Whitman, John R.
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| 930 |
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|a BIBLIOTECOLOGIA
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| 931 |
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|a 06091
|b UBP
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| 942 |
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|2 cdu
|c BK
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| 945 |
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|a EBA
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| 984 |
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|a B 024
|b H431
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|c 21627
|d 21627
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