| Tag |
First Indicator |
Second Indicator |
Subfields |
| LEADER |
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| 001 |
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|a (OCoLC)908088659
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|a HD9710.G44
|b D3845 2016
|
| 082 |
0 |
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|a 658
|2 23
|
| 100 |
1 |
|
|a Michelli, Joseph A.,
|d 1960-
|e author.
|0 http://id.loc.gov/authorities/names/n97104842
|
| 245 |
1 |
0 |
|a Driven to delight :
|b delivering world-class customer experience the Mercedes-Benz way /
|c Joseph A. Michelli.
|
| 264 |
|
1 |
|a New York :
|b McGraw-Hill Education,
|c [2016]
|
| 300 |
|
|
|a xvii, 282 pages :
|b illustrations ;
|c 24 cm
|
| 336 |
|
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|a text
|b txt
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|
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|
| 338 |
|
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|a volume
|b nc
|2 rdacarrier
|
| 504 |
|
|
|a Includes bibliographical references and index.
|
| 505 |
0 |
|
|a Foreword by Steve Cannon, President & CEO, Mercedes-Benz USA -- Acknowledgments -- 1 Introduction -- 2 Building the Map -- 3 From Promises to Committed Action -- 4 Examining and Refining Every Touchpoint -- 5 Measuring Customer Experience: The Voice of the Customer as a Tool for Change -- 6 Alignment, Accountability, and Tools for the Front Line -- 7 Delight Is a People Business -- 8 Fully Committed to Growth and Development -- 9 Driving Process and Technological Change -- Integrating Processes into Enterprisewide Solutions -- 11 Success Achieved -- 12 How Good Can Good Be? -- Conclusion: Driving Your Road to Consumer Delight -- Glossary -- Bibliography -- Index.
|
| 520 |
|
|
|a "Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight,"--Amazon.com.
|
| 610 |
2 |
0 |
|a DaimlerChrysler.
|0 http://id.loc.gov/authorities/names/n00121027
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| 650 |
|
0 |
|a Mercedes automobiles.
|0 http://id.loc.gov/authorities/subjects/sh85083748
|
| 650 |
|
0 |
|a Automobile industry and trade
|z Germany
|x Management.
|
| 650 |
|
0 |
|a Automobile industry and trade
|x Customer services
|z Germany.
|
| 610 |
2 |
7 |
|a DaimlerChrysler.
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|0 (OCoLC)fst00755082
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| 650 |
|
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|a Automobile industry and trade
|x Customer services.
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|0 (OCoLC)fst00822971
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| 650 |
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7 |
|a Automobile industry and trade
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|2 fast
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| 650 |
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|a Mercedes automobiles.
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| 651 |
|
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|a Germany.
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|0 (OCoLC)fst01210272
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|a 92
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|a Cataloged
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|c 2016/2/15
|d c
|e AReeder
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|a Texas A&M University
|b College Station
|c Business Library & Collaboration Commons
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|t 0
|e HD9710.G44 D3845 2016
|h Library of Congress classification
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|
| 998 |
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|a HD9710.G44 D3845 2016
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